Customer Success Manager
Reciprocity
About ZenGRC!
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.
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
Benefits (US-Based Employees)
- We are committed to the health and safety of our people. Our people are mostly working remotely, collaborating online, and connecting over video, as they continue to deliver high-quality technology solutions
- Competitive salary and equity (we want everyone to be a stakeholder)
- Full benefits (medical, dental, vision, wellness offerings, etc.)
- Unlimited PTO, paid sick days, 11 holidays
- Collaborating with smart coworkers who put customers first
Equal Employment Opportunity Statement
We value a diverse environment. ZenGRC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizenship or immigration status, disability status, genetics, protected veteran, sexual orientation, gender identity or expression, or any characteristic protected by federal, state or local laws.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for personnel so classified.
ZenGRC will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. All resumes submitted to ZenGRC will be retained for 6 months (12 months with your consent) after submission for recruitment purposes. Should you wish for us to remove your personal data from our recruitment database, please email us directly at talent@zengrc.com.