Customer Success Manager

The Role 

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.  

What You’ll Do 

• 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. 

What You Bring 

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

You’ll Thrive Here If You Are 

• 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. 

Why ZenGRC 

• 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. 

#LI-REMOTE