Tech Stack

Description

You will lead, coach, and scale a team of Customer Success Managers, focusing on the health, retention, and growth of Mid-Market and International segments. This hybrid role involves bridging high-level strategy with tactical execution to help customers navigate GRC complexities and achieve measurable outcomes with Risk Cloud. You'll partner cross-functionally with Sales, Implementation, Marketing, and Product teams.

Requirements

• 5+ years in Customer Success within the SaaS industry
• At least 2 years in a formal leadership or team-lead capacity
• Previous experience in GRC, Cybersecurity, or a similarly complex technical domain is highly preferred
• Experience managing or working with international accounts (EMEA/APAC) and understanding the complexities of global compliance standards (GDPR, ISO, etc.) is preferred but not required
• Proficient in CS tools (e.g., Planhat) and Salesforce to track health scores and forecast renewals, churn, and expansion
• Ability to explain complex risk management concepts to both technical admins and C-suite stakeholders

Responsibilities

• Manage a team of CSMs, providing consistent 1:1 coaching, professional development, and performance management
• Refine the customer journey for mid-market and international accounts, focusing on scalable engagement models that drive measurable customer outcomes
• Own the expansion and Gross Dollar Retention (GDR) targets for your segment
• Act as the subject matter expert for our international book of business, understanding regional nuances in GRC regulations
• Serve as the "Voice of the Customer" to our Product and Engineering teams to influence the roadmap based on customer segment needs
• Serve as a senior point of contact for your team’s accounts, helping to resolve complex issues and reinforce the strategic partnership