Customer Success Manager

ZenGRC

15d•Remote

About The Position

As a Customer Success Manager (CSM), you’ll be the primary relationship owner and advocate for a portfolio of 30+ mid-market and enterprise customers. You’ll ensure long-term satisfaction, retention, and value realization across their lifecycle with ZenGRC. This is a strategic and consultative role—not an implementation role. You’ll collaborate closely with our Onboarding team to ensure a seamless handoff into steady-state management, then work to maximize customer success through proactive engagement, insights, and technical guidance. Because ZenGRC is a technical, data-driven product, success in this role requires strong technical acumen—you’ll need to understand how customers configure, integrate, and operationalize the platform to achieve their GRC goals.

Requirements

2+ years in Customer Success, Account Management, or Client Services in a SaaS or technical product environment.
Proven ability to manage 30+ customer relationships simultaneously, with strong retention results.
Demonstrated technical aptitude—comfortable navigating data-driven platforms, integrations, and workflow logic.
Understanding of GRC frameworks (e.g., SOC 2, ISO 27001, NIST, HIPAA) and the ability to translate compliance concepts into actionable customer outcomes.
Excellent communication and presentation skills; can influence both technical users and executive stakeholders.
Analytical and problem-solving mindset; able to turn data into insight and action.
Strong cross-functional collaboration skills (Product, Onboarding, Support, Sales).
Bachelor’s degree required

Nice To Haves

CISA, CRISC, or CISSP certifications a plus.
Candidates who have a deep understanding of our platform, ZenGRC, will be given strong preference.

Responsibilities

Act as the trusted advisor and primary contact for a portfolio of 30+ customers.
Build deep relationships with compliance, risk, security, and audit leaders.
Partner with the Onboarding team to ensure successful customer transition and long-term adoption.
Develop a strong understanding of each customer’s goals, workflows, and product setup to deliver measurable value.
Monitor customer health, usage, and sentiment to identify risks early and proactively improve satisfaction and retention.
Conduct executive business reviews (EBRs/QBRs) that highlight ROI, adoption trends, and future alignment.
Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and resolve challenges quickly.
Drive renewals through trusted relationships, transparent communication, and demonstrated customer outcomes.
Maintain detailed documentation, account plans, and customer insights within internal systems (CRM + CS platform).
Contribute to evolving Customer Success playbooks, metrics, and retention strategies.