Customer Success Manager
Location: Washington | District Of Columbia | United States
Job Type: Permanent
Salary: $120000 – $140000
Sector: Computer Software
Position:
Are you ready to take your career to the next level with a critical position in an innovative startup that
is disrupting the compliance industry? We are actively seeking a Customer Success Manager to
drive Customer Outcomes leading to client’s product adoption, renewals, and expansion of RegScale
offerings with the account. If you have a passion for helping people, love to develop strategies that
translate into results, and are excited about the idea of working in a fast-paced startup then we
would love to meet you. This position will play a key customer facing role by assisting customers in
building their cyber security compliance artifacts in our platform and enabling them to achieve
maximum value from their software investment. We recognize that this role is critical to our
company’s success, and we have offered a generous compensation package that includes a
competitive base salary with significant stock options to help us recruit the most exceptional talent.
Position must be a US Citizen and is subject to a background check and unannounced drug testing
requirements. Position allows for remote work but is expected to be in our Tysons Corner, VA office
for meetings on a regular basis. We know how valuable your creativity and problem-solving skills are
to our company’s success, and we offer an exceptional salary and benefits package commensurate
with the responsibilities of the position.
Required Skills:
? Excellent enterprise level Customer Success experience
? Excellent written and verbal communications skills
? Ability to write thought leadership content to drive product adoption and education
? Must be a self-starter who works well with sales and technical staff on diverse and blended
teams
? Proven ability to develop compliance documentation and translate them into software
solutions
? Expert knowledge and proven experience building compliance documentation leveraging
compliance requirements including, but not limited to NIST SP 800.53, SP800.171, CSF, RMF,
CMMC, ISO 27001 and exposure to cybersecurity
Activities:
? Drive customer outcomes, product adoption and customer experience (60%)
? Review customer support trends and patterns to identify broader problems while offering
creative solutions (10%)
? Address escalated customer issues with speed and urgency, orchestrating resources across
the company as appropriate (15%)
? Serve as the primary technical interface between the customer and the Research and
Development organization, ensuring customer feedback and issues are brought back to the
CTO in a timely manner. (10%)
? Demonstrate thought leadership in cyber security compliance by publishing blog posts,
speaking at conferences, answering difficult customer questions, and development of
product use cases and documentation (5%)
We Would Love To Hear From You If:
? You’ve demonstrated success serving on a team of individual contributors.
? You’ve previously served as an Information System Security Officer (ISSO) or have been
heavily involved in cyber risk management practices
? You’ve demonstrated experience conducting audits and assessments, building compliance
documentation and/or leading a compliance program.
? Have previous Enterprise Software industry experience (ability to solve customer problems,
communicate it correctly with them, turn it into solutions, etc.)
? Have the ability to troubleshoot and communicate to clients and teams.
? You have a successful track record of meeting or exceeding customer KPIs and expanding
offerings with clients
? You are passionate about customer success and at driving long-term customer value
? Are data-driven with commitment to drive business outcome and value realization across the
portfolio
? You have a proven track record of expanding offerings with clients
? You have excellent verbal and written communication skills, including the ability to chair
sessions and host webinars
Bonus Points If You Have:
? Worked with Agile Project Management
? Demonstrated progressive customer management experience working in a subscription-
based enterprise software company.
? Professional technical certifications in cloud, , security, DevOps, programming, or auditing
fields
? ITIL processes and/or certifications
Are you ready to take your career to the next level with a critical position in an innovative startup that
is disrupting the compliance industry? We are actively seeking a Customer Success Manager to
drive Customer Outcomes leading to client’s product adoption, renewals, and expansion of RegScale
offerings with the account. If you have a passion for helping people, love to develop strategies that
translate into results, and are excited about the idea of working in a fast-paced startup then we
would love to meet you. This position will play a key customer facing role by assisting customers in
building their cyber security compliance artifacts in our platform and enabling them to achieve
maximum value from their software investment. We recognize that this role is critical to our
company’s success, and we have offered a generous compensation package that includes a
competitive base salary with significant stock options to help us recruit the most exceptional talent.
Position must be a US Citizen and is subject to a background check and unannounced drug testing
requirements. Position allows for remote work but is expected to be in our Tysons Corner, VA office
for meetings on a regular basis. We know how valuable your creativity and problem-solving skills are
to our company’s success, and we offer an exceptional salary and benefits package commensurate
with the responsibilities of the position.
Required Skills:
? Excellent enterprise level Customer Success experience
? Excellent written and verbal communications skills
? Ability to write thought leadership content to drive product adoption and education
? Must be a self-starter who works well with sales and technical staff on diverse and blended
teams
? Proven ability to develop compliance documentation and translate them into software
solutions
? Expert knowledge and proven experience building compliance documentation leveraging
compliance requirements including, but not limited to NIST SP 800.53, SP800.171, CSF, RMF,
CMMC, ISO 27001 and exposure to cybersecurity
Activities:
? Drive customer outcomes, product adoption and customer experience (60%)
? Review customer support trends and patterns to identify broader problems while offering
creative solutions (10%)
? Address escalated customer issues with speed and urgency, orchestrating resources across
the company as appropriate (15%)
? Serve as the primary technical interface between the customer and the Research and
Development organization, ensuring customer feedback and issues are brought back to the
CTO in a timely manner. (10%)
? Demonstrate thought leadership in cyber security compliance by publishing blog posts,
speaking at conferences, answering difficult customer questions, and development of
product use cases and documentation (5%)
We Would Love To Hear From You If:
? You’ve demonstrated success serving on a team of individual contributors.
? You’ve previously served as an Information System Security Officer (ISSO) or have been
heavily involved in cyber risk management practices
? You’ve demonstrated experience conducting audits and assessments, building compliance
documentation and/or leading a compliance program.
? Have previous Enterprise Software industry experience (ability to solve customer problems,
communicate it correctly with them, turn it into solutions, etc.)
? Have the ability to troubleshoot and communicate to clients and teams.
? You have a successful track record of meeting or exceeding customer KPIs and expanding
offerings with clients
? You are passionate about customer success and at driving long-term customer value
? Are data-driven with commitment to drive business outcome and value realization across the
portfolio
? You have a proven track record of expanding offerings with clients
? You have excellent verbal and written communication skills, including the ability to chair
sessions and host webinars
Bonus Points If You Have:
? Worked with Agile Project Management
? Demonstrated progressive customer management experience working in a subscription-
based enterprise software company.
? Professional technical certifications in cloud, , security, DevOps, programming, or auditing
fields
? ITIL processes and/or certifications
