Customer Success Manager US; Remote

Founded in 2009, ZenGRC is a leading provider of governance, risk, and compliance (GRC) SaaS solutions, offering a robust product:
ZenGRC. Recognized for its in‑house GRC expertise, ZenGRC delivers Simply Powerful GRC solutions that guide organizations through compliance with ease and efficiency.

ZenGRC stands out by offering a single price for comprehensive access to all modules and frameworks, ensuring users benefit from a seamless and cost‑effective experience. Dedicated to simplifying GRC processes, ZenGRC continues to innovate and support organizations in achieving compliance and managing risk effectively.

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.

• 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.

• 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).
• Candidates who have a deep understanding of our platform, ZenGRC, will be given strong preference.
• Empathetic, consultative, and customer‑obsessed.
• Technically curious—you enjoy learning how complex tools solve real business problems.
• Organized, accountable, and skilled at balancing multiple priorities.
• Process‑oriented with a bias toward continuous improvement.
• Motivated by helping customers achieve long‑term success—not just short‑term renewals.

• Join a mission‑driven SaaS company reshaping how organizations approach GRC.
• Work directly with the VP of Customer Success and a high‑performing team that strives for excellence in retention and customer outcomes.
• Collaborate on a technical, enterprise‑grade platform that’s trusted by some of the world’s most recognized brands.
• Competitive pay, benefits, and opportunities for growth in a company that values autonomy and results.

• We are committed to the health and safety of our people. Our…