Head of Customer Success

Posted 13 March 2023
Salary 250K OTE
Job type Permanent
Discipline Technology Sales
Contact NameJoey Brodsky
Remote working Hybrid/Flexible

Job description

We are partnered with one of the most exciting and fastest growing organizations in the GRC and Cyber Compliance space - and are looking for a high-performing customer success and solutions leader with a successful track record supporting pipeline and solution selling SaaS products to enterprise customers, preferably with knowledge of GRC technologies and general enterprise security concepts.
We are looking for a Head of Customer Success who is accustomed to solving customer’s most complex problems and closing large deals. In this role you will drive Customer Outcomes that lead to product adoption, renewals, and expansion of offerings with the account. If you have a passion for building teams, 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 leading the team responsible for our customers’ success throughout their adoption journey. 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.

Key Responsibilities
  • Deliver exceptional customer services to customers which includes scheduling kickoff meetings, conducting discovery workshops to document requirements, and building and delivering project plans with partners, R&D, and the customer to rapidly deliver value to the customer
  • Assess existing customer success processes and make improvements to ensure the foundation is in place for a repeatable customer experience. This includes identifying and documenting customer goals, then using project management skills to manage the company's and Partner services teams to deliver enablement and perform expert services that drive rapid customer outcomes, product adoption and a positive customer experience
  • Identify opportunities to deliver additional value to the customer driving 120%+ NRR.
  • Develop metrics and KPIs that demonstrate the health and continuous improvement of the customer success organization
  • Brief the health and status of all customers to the RegScale Executive Leadership Team on a monthly basis while maintaining a customer churn rate of under 5%
  • Develop a recruiting pipeline and new hire enablement program that ensures consistent execution from the Customer Success team while readying the organization for scale
  • Review customer support trends and patterns as well as your team’s performance to identify areas for creative solutions for improvement
  • Implement best practices across the team to address escalated customer issues with speed and urgency, orchestrating resources across the company and partners as appropriate
  • Provide a voice of the customer to the Sales, Marketing and Research and Development organizations ensuring customer opportunities, feedback and issues are raised cross functionally in a timely manner
Skills, Attributes and Qualifications
  • A successful candidate should be driven, creative, self-starter and strategic thinker. The candidate must possess the ability to lead, advise and advocate for customers
  • You’ve demonstrated experience conducting audits and assessments, building compliance documentation and/or leading a compliance program
  • You’ve previously served as a Project or Program Manager on a compliance or FedRAMP related project or have been heavily involved in cyber risk management practices
  • You clearly understand cybersecurity concepts, scanning tools, and technology platforms
  • You’ve built and led teams in either the risk and compliance domain or the Subscription Enterprise Software industry
  • You’ve proven an ability to attract and develop top talent through diverse team building and a focus on enablement for outcomes
  • You are passionate about customer success and at driving long-term customer value
  • You are data-driven and show urgency to drive business outcomes and value realization with customers
  • You have excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
  • Expert knowledge and proven experience building project management processes / documentation and implementing or operating GRC tools for compliance frameworks including, but not limited to NIST SP 800.53, SP800.171, CSF, RMF, CMMC, ISO 27001 and exposure to cybersecurity
  • Working level knowledge of security scanning and monitoring tools such as Wiz, Prisma, Tenable, Qualys and scripting languages such as Python
  • Ability to attract and develop top talent; proven track record of managing highly performant teams
  • Excellent enterprise level Customer Project Management or Program Management experience. PMP, Agile/Scrum, or other formal project management certification required
  • Excellent written and verbal communications skills