Senior Director of Customer Success

,RegScale [www.regscale.com] is bringing the best practices of DevOps to Compliance to deliver RegOps – Continuous Compliance Automation. RegScale helps our customers shift-left compliance by digitizing, automating, transforming, and scaling their compliance programs to generate cost savings, risk reduction, and faster time to value for delivering digital transformation. RegScale is a fast-growing startup company with offices in Tysons Corner, VA (HQ) and Knoxville, TN (R&D). We offer an exceptional benefits package including comprehensive health insurance, 401k with match, stock options, and unlimited Paid Time Off (PTO) for full time W-2 employees.

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 leader for our Customer Success team to drive Customer Outcomes that lead to product adoption, renewals, and expansion of RegScale 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.

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.  

 

Activities:

• Deliver exceptional customer services to RegScale 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 RegScale 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 less than 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, Research and Development, and Finance organizations ensuring customer opportunities, feedback and issues are raised cross functionally in a timely manner

 

Required Skills:

• 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

 

We Would Love To Hear From You If:

• 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

 

Bonus Points If You Have:

• Worked with Agile Project Management
• Professional technical certifications in project management, security, DevOps, programming, or auditing fields
• Experience with ITIL processes and/or certifications