VP of Customer Success

RegScale is a continuous controls monitoring (CCM) platform purpose-built to deliver fast and efficient GRC outcomes. We help organizations break out of the slow and expensive realities that plague legacy GRC tools by bridging security, risk, and compliance through controls lifecycle management. By leveraging CCM, organizations experience massive process improvements like 90% faster certification times, and 60% less audit prep time. Today’s expansive security and compliance requirements can only be met with a modern, CCM based approach, and RegScale is the leader in that space.   

Position  

Do you believe that  maintaining  compliance as a business should be affordable, transparent, and easy? If yes, then we have a critical position in an innovative startup disrupting the compliance industry for you! We are seeking a VP of Customer Success to own the  overall  health of our customer base— adoption, value recognition,  renewals,  and  expansion. Reporting directly to the Chief Revenue Officer and  operating  within the Sales organization, you will be the executive accountable for turning customer outcomes into durable, growing revenue. This is  a  leadership role   with a  team of business and technical resources  in place  today.   

As VP of Customer Success, you will own gross  and net  revenue  and logo  retention   across  RegScale's  customer base. You will build and drive the expansion pipeline, partnering closely with Account Executives on the renewal motion and  identifying  upsell and cross-sell opportunities across a portfolio that includes  Federal, SLED,  International and F1000  accounts. You will be a subject matter expert in the GRC domain, translating customer compliance outcomes into commercial value, and you will help  establish  the processes, playbooks, and health metrics that allow the customer success function to scale with a fast-growing company.  

Key Responsibilities  

Own and drive GRR, NRR, and logo retention across the customer base

Ensure adoption by leveraging  SME in the  RegScale  platform to ensure value recognition by the customer

Build and manage the expansion pipeline, surfacing and closing upsell and cross-sell opportunities

Partner with Account Executives on the renewal motion to protect and grow existing accounts

Manage the relationship with accounts, ensuring customers realize measurable value from the RegScale  platform

Establish and monitor customer health metrics to identify  risk early and prioritize resources against high-value accounts

Build the customer success playbooks, processes, and infrastructure needed to scale the function—and the team—as the business grows

Maintain and update the CRM with accurate  account, renewal, and expansion detail across your portfolio

Serve as a GRC subject matter expert, educating customers on the RegScale  approach and enabling internal resources with industry best practices

Partner cross-functionally with Sales, Product, and Services to align customer success strategy with company objectives  

Required Skills  

10+ years of experience in customer success, account management, or a related revenue-retention function, with  a track record  of owning NRR/GRR

History of  becom ing  an expert in the Products and Solutions being sold  and  leveraging  that  expertise  in a  hands on  fashion across the team and with customers

Demonstrated experience working with and expanding enterprise Fortune 10 00 accounts

Proven experience scaling a customer success program at a growing company

Strong commercial orientation with direct ownership of renewals and expansion revenue

Excellent written and verbal communication with strong executive and interpersonal skills

Ability to manage a portfolio of complex enterprise relationships simultaneously  

Preferred Skills  

Experience in the GRC, compliance, or cybersecurity domain

Former GRC practitioner or experience selling to compliance, risk, and security buyers

Experience building a customer success function from an individual contributor into a team  

Education/Qualifications  

Bachelor's degree or equivalent practical experience