VP of Customer Success

Responsibilities

• Own and drive GRR, NRR, and logo retention across the customer base
• Ensure adoption by leveraging SME in the RegScale platform to ensure value recognition
• Build and manage the expansion pipeline, surfacing and closing upsell and cross-sell opportunities
• Partner with Account Executives on the renewal motion to protect and grow existing accounts
• Manage the relationship with accounts, ensuring customers realize measurable value
• Establish and monitor customer health metrics to identify risk early
• Build customer success playbooks, processes, and infrastructure to scale the function
• Maintain and update the CRM with accurate account, renewal, and expansion detail
• Serve as a GRC subject matter expert, educating customers and internal resources
• Partner cross-functionally with Sales, Product, and Services to align strategy with company objectives

Requirements

• 10+ years of experience in customer success, account management, or related revenue-retention functions
• Track record of owning NRR/GRR
• History of becoming a product expert and leveraging expertise hands-on
• Demonstrated experience working with and expanding enterprise Fortune 1000 accounts
• Proven experience scaling a customer success program at a growing company
• Strong commercial orientation with direct ownership of renewals and expansion revenue
• Excellent written and verbal communication with strong executive skills
• Ability to manage a portfolio of complex enterprise relationships simultaneously
• Bachelor's degree or equivalent practical experience

Preferred Qualifications

• Experience in the GRC, compliance, or cybersecurity domain
• Former GRC practitioner or experience selling to compliance, risk, and security buyers
• Experience building a customer success function from an individual contributor into a team

About the Company

RegScale is a continuous controls monitoring (CCM) platform purpose-built to deliver fast and efficient GRC outcomes. We help organizations break out of the slow and expensive realities that plague legacy GRC tools by bridging security, risk, and compliance through controls lifecycle management.