VP of Customer Success

About the role

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. By leveraging CCM, organizations experience massive process improvements like 90% faster certification times and 60% less audit prep time. Today’s expansive security and compliance requirements can only be met with a modern, CCM-based approach, and RegScale is the leader in that space.

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.

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

Requirements

• 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

Qualifications

• Bachelor's degree or equivalent practical experience

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