Customer Success Manager

About The Company Founded in 2009, ZenGRC is a leading provider of governance, risk, and compliance (GRC) SaaS solutions. The company offers a robust product named ZenGRC, which is recognized for its in-house GRC expertise and its ability to deliver simply powerful GRC solutions. ZenGRC helps organizations navigate compliance requirements with ease and efficiency by providing a comprehensive platform that streamlines GRC processes. The company’s innovative approach includes offering a single price for access to all modules and frameworks, ensuring a seamless and cost-effective experience for its users. ZenGRC is dedicated to simplifying the complexities of GRC, continuously innovating to support organizations in achieving compliance, managing risks effectively, and fostering a culture of continuous improvement.

About The Role The Customer Success Manager (CSM) at ZenGRC is a strategic and consultative role responsible for managing a portfolio of over 30 mid-market and enterprise customers. The primary focus is on ensuring long-term customer satisfaction, retention, and value realization throughout their lifecycle with ZenGRC. This role does not involve implementation but emphasizes building strong relationships, understanding customer goals, and advocating for their needs. The CSM collaborates closely with onboarding teams to facilitate smooth transitions into steady-state management and works proactively to maximize customer success through insights, technical guidance, and ongoing engagement. Given the technical and data-driven nature of ZenGRC’s platform, the ideal candidate must possess strong technical acumen to understand how customers configure, integrate, and operationalize the platform to meet their GRC objectives.

Qualifications

• 2+ years of experience in Customer Success, Account Management, or Client Services within SaaS or technical product environments
• Proven ability to manage 30+ customer relationships simultaneously with strong retention results
• Strong technical aptitude, comfortable navigating data-driven platforms, integrations, and workflow logic
• Understanding of GRC frameworks such as SOC 2, ISO 27001, NIST, HIPAA, and the ability to translate compliance concepts into actionable outcomes
• Excellent communication and presentation skills, capable of influencing both technical and executive stakeholders
• Analytical mindset with problem-solving skills, capable of turning data into insights and actions
• Strong collaboration skills across Product, Support, and Sales teams
• Deep understanding of ZenGRC platform is highly preferred
• Empathetic, consultative, and customer-obsessed approach
• Technically curious with a passion for learning complex tools and their business applications
• Organized, accountable, and adept at managing multiple priorities
• Process-oriented with a focus on continuous improvement
• Motivated by helping customers achieve long-term success beyond short-term renewals

Responsibilities

• Act as the trusted advisor and primary contact for a portfolio of over 30 customers, fostering strong relationships with compliance, risk, security, and audit leaders
• Partner with onboarding teams to ensure seamless customer transitions and promote long-term platform adoption
• Develop a deep understanding of each customer’s goals, workflows, and platform setup to deliver measurable value
• Monitor customer health, usage patterns, and sentiment to identify potential risks early and implement proactive strategies to enhance satisfaction and retention
• Conduct executive business reviews (EBRs/QBRs) to highlight ROI, adoption trends, and future opportunities for alignment
• Collaborate cross-functionally with Product, Support, and Sales teams to advocate for customer needs and resolve challenges promptly
• Drive customer renewals through trusted relationships, transparent communication, and demonstrating tangible outcomes
• Maintain detailed documentation, account plans, and customer insights within CRM and Customer Success platforms
• Contribute to the development and refinement of Customer Success playbooks, metrics, and retention strategies to improve overall customer experience

Benefits

• Competitive salary and equity options, ensuring all employees are stakeholders in the company’s success
• Comprehensive benefits package including medical, dental, vision, and wellness offerings
• Flexible remote work environment promoting work-life balance
• Opportunity to collaborate with talented colleagues committed to customer-centric solutions
• Professional growth opportunities within a high-growth SaaS organization
• Participation in a mission-driven company that is reshaping GRC practices globally

Equal Opportunity

ZenGRC values diversity and is committed to providing equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, citizenship or immigration status, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance.