VP of Customer Success

Do you believe that maintaining compliance as a business should be affordable, transparent, and easy? If yes, then we have a critical position in an innovative startup disrupting the compliance industry for you! We are seeking a VP of Customer Success to own the overall health of our customer base—adoption, value recognition, renewals, and expansion. Reporting directly to the Chief Revenue Officer and operating within the Sales organization, you will be the executive accountable for turning customer outcomes into durable, growing revenue. This is a leadership role with a team of business and technical resources in place today.

As VP of Customer Success, you will own gross and net revenue and logo retention across RegScale's customer base. You will build and drive the expansion pipeline, partnering closely with Account Executives on the renewal motion and identifying upsell and cross-sell opportunities across a portfolio that includes Federal, SLED, International and F1000 accounts. You will be a subject matter expert in the GRC domain, translating customer compliance outcomes into commercial value, and you will help establish the processes, playbooks, and health metrics that allow the customer success function to scale with a fast-growing company.

Key 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 by the customer
• 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 from the RegScale platform
• Establish and monitor customer health metrics to identify risk early and prioritize resources against high-value accounts
• Build the customer success playbooks, processes, and infrastructure needed to scale the function—and the team—as the business grows
• Maintain and update the CRM with accurate account, renewal, and expansion detail across your portfolio
• Serve as a GRC subject matter expert, educating customers on the RegScale approach and enabling internal resources with industry best practices
• Partner cross-functionally with Sales, Product, and Services to align customer success strategy with company objectives

Required Skills

• 10+ years of experience in customer success, account management, or a related revenue-retention function, with a track record of owning NRR/GRR
• History of becoming an expert in the Products and Solutions being sold and leveraging that expertise in a hands-on fashion across the team and with customers
• 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 and interpersonal skills
• Ability to manage a portfolio of complex enterprise relationships simultaneously

Preferred Skills

• 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

Education/Qualifications

• Bachelor's degree or equivalent practical experience