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.
Benefits
- 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
