Customer Success Manager
HHAeXchange
Customer Success Manager – Federal
RegScale
full-time
Posted on:
Location Type: Remote
Location: Remote • District of Columbia, Massachusetts, Tennessee • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
Cyber SecurityPMP
About the role
- Manage, coach, and develop a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) within the federal segment
- Serve as the primary escalation point for customer accounts in the federal segment
- Set strategy, develop talent, and ensure customers achieve adoption, retention, and measurable value from the RegScale platform
- Partner with Sales, Services, and Product to align customer success initiatives with company objectives
- 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
- Collaborate with Support and Services to ensure smooth ticket resolution and project handoffs
Requirements
- This position must be a US Citizen
- 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
- 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 NIST RMF, FedRAMP, or CMMC
- Bachelor’s degree required; advanced degree or relevant certifications (CSM, PMP, CISSP, etc.) a plus
- Experience working with U.S. Federal government agencies, programs, or contractors is strongly preferred
- 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
Benefits
- Fully remote position
- Option to be based in our Boston, Knoxville, or DC area offices
- Up to 25% travel to customer sites
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementGovernance, Risk, and Compliance (GRC)CybersecuritySaaS DeliveryNIST RMFFedRAMPCMMCKPI MonitoringProject Management
Soft skills
CoachingTeam DevelopmentCustomer EngagementRelationship ManagementTrust BuildingCommunicationOrganizational SkillsMulti-Priority ManagementCross-Functional LeadershipCustomer Advocacy
Certifications
CSMPMPCISSPBachelor's DegreeAdvanced Degree
