Customer Success Manager

RegScale

full-time

Posted on: 9/17/2025

Origin: • 🇺🇸 United States • Massachusetts, Tennessee, Virginia

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SeniorLead

Cyber SecurityPMP

About the role

Manage, coach, and develop a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) within an assigned segment (Commercial or Federal).
Serve as the primary escalation point for customer accounts in your segment.
Set strategy and establish and monitor KPIs for adoption, retention, renewal, and expansion across accounts.
Lead customer-facing engagements such as Executive Business Reviews (EBRs), roadmap discussions, and escalations.
Build scalable playbooks for proactive engagement and consistent support delivery.
Represent the customer voice internally to drive product enhancements and process improvements.
Partner with Sales, Services, Product, Support, and Services to align initiatives and ensure smooth ticket resolution and project handoffs.
Develop talent through coaching and mentoring to ensure customers achieve adoption, retention, and measurable value from the RegScale platform.

US Citizen required; subject to a background check and unannounced drug testing requirements.
7+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS company.
Bachelor’s degree required; advanced degree or relevant certifications (CSM, PMP, CISSP, etc.) a plus.
Background in governance, risk, and compliance (GRC), cybersecurity, or enterprise SaaS delivery.
Experience managing C-level relationships and executive business reviews.
Familiarity with frameworks such as FedRAMP, NIST RMF, ISO 27001, or CMMC.
Strong customer-facing skills with the ability to earn trust and credibility with technical and business stakeholders.
Experience building relationships across multiple levels within complex customer environments.
Proven ability to manage large, strategic accounts and lead cross-functional initiatives to drive customer value.
Solid understanding of SaaS business models and familiarity with security, risk, or compliance domains.
Excellent communication and organizational skills; able to manage multiple priorities and deadlines.
Proficiency in tools like Salesforce, Jira, and collaboration platforms.