Vice President, Customer Success (Remote)

About ZenGRC!

Founded in 2009, ZenGRC is a leading governance, risk, and compliance (GRC) SaaS solution provider, offering two robust products: ZenGRC and ZenGRC Pro. Recognized for its in-house GRC expertise, ZenGRC delivers Simply Powerful GRC solutions that guide organizations through compliance with ease and efficiency.

ZenGRC stands out by offering a single price for comprehensive access to all modules and frameworks, ensuring users benefit from a seamless and cost-effective experience. Dedicated to simplifying GRC processes, ZenGRC continues to innovate and support organizations in achieving compliance and managing risk effectively.

Transform Customer Success Into Revenue Growth

Are you a proven CS leader who's turned around struggling organizations and delivered measurable results?

At ZenGRC, we're seeking an experienced Vice President of Customer Success who has a track record of building world-class customer success organizations. This isn't a role for someone looking to learn - we need a battle-tested leader who's done it before and can show the results.

The Opportunity

As our Vice President of Customer Success, you'll own the entire post-sales customer journey and be directly accountable for retention, expansion, and customer advocacy. You'll inherit a team ready for transformation and have the mandate to build a proactive, metrics-driven organization that becomes our competitive advantage.

What makes this role unique:

Proven impact opportunity - Transform our CS function from reactive to proactive, with full executive support

Clear success metrics - Drive us from the current state to <5% annual churn and 110%+ net revenue retention

Build your vision - Implement the playbooks, tools, and team structure you know works

Direct revenue impact - Own a significant portion of the company's revenue through renewals and expansions

Strategic seat at the table - Report directly to executive leadership and shape company strategy

Your mission:

• Transform our CS organization into a proactive, data-driven revenue engine
• Build scalable systems that spot customer risks 4-6 months before they become churn
• Unite the company around customer success by aligning Sales, Product, and Support teams
• Develop a high-performing team that delivers measurable business outcomes for customers
• Drive revenue growth through systematic expansion and advocacy programs
• Create repeatable excellence with documented playbooks that scale across all segments
  
  

What we need to see - Your proven track record:

Reduced churn by 40%+ through early warning systems and proactive intervention

Achieved 110%+ net revenue retention by focusing teams on customer business outcomes

Scaled CS operations - implemented platforms that increased team capacity by 10x

Built winning teams with <10% voluntary turnover while exceeding all targets

Transformed reactive organizations into proactive ones, preventing 70%+ of escalations

Delivered measurable ROI - can point to specific P&L impact from your initiatives

Led through data - improved team productivity by 50%+ through metrics-based coaching

Your experience includes:

• 10+ years in Customer Success with 5+ years in senior leadership roles
• Proven turnaround experience - you've fixed broken CS organizations before
• Track record at B2B SaaS companies with $10M-$20M ARR
• Experience with enterprise and mid-market segments
• Deep expertise with CS platforms (Gainsight, ChurnZero, etc.)
• Experience in security, compliance, or GRC sectors (strong plus)
  
  

You are someone who:

• Thinks in systems and processes, not just relationships
• Makes decisions based on data, not gut feeling
• Builds teams that outlast your tenure
• Speaks fluently with C-suite executives about business outcomes
• Can articulate exactly how you've delivered results in previous roles
• Thrives on accountability and measuring impact
  
  

Compensation:

$200,000 total compensation package, including base salary, performance bonus, and equity

Benefits (US-Based Employees)

• We are committed to the health and safety of our people. Our people are mostly working remote, collaborating online and connecting over video, as they continue to deliver high-quality technology solutions
• Competitive salary and equity (we want everyone to be a stakeholder)
• Full benefits (medical, dental, vision, 3% 401k match, wellness offerings, etc.)
• Unlimited PTO, paid sick days, 11 holidays
• Collaborating with smart coworkers that put customers first
  
  

Equal Employment Opportunity Statement

We value a diverse environment. ZenGRC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, citizenship or immigration status, disability status, genetics, protected veteran, sexual orientation, gender identity or expression, or any characteristic protected by federal, state or local laws.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for personnel so classified.

ZenGRC will comply with all local data protection laws, including GDPR when it comes to the handling and processing of personal data. All resumes submitted to ZenGRC will be retained for 6 months (12 months with your consent) after submission for recruitment purposes. Should you wish for us to remove your personal data from our recruitment database, please email us directly at [email protected].