Customer Success Manager – Federal

September 30

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

+1 more states

🍂 Massachusetts – Remote 🎸 Tennessee – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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RegScale

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RegScale overcomes speed, timeliness, and cost effectiveness limitations in legacy GRC by bridging security, risk, and compliance through our Continuous Controls Monitoring platform.

11 - 50 employees

💰 $20M Series A on 2022-08

📋 Description

• Manage, coach, and develop a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) within the federal segment • Serve as the primary escalation point for customer accounts in the federal segment • Set strategy, develop talent, and ensure customers achieve adoption, retention, and measurable value from the RegScale platform • Partner with Sales, Services, and Product to align customer success initiatives with company objectives • Establish and monitor KPIs for adoption, retention, renewal, and expansion across accounts • Lead customer-facing engagements such as Executive Business Reviews (EBRs), roadmap discussions, and escalations • Build scalable playbooks for proactive engagement and consistent support delivery • Represent the customer voice internally to drive product enhancements and process improvements • Collaborate with Support and Services to ensure smooth ticket resolution and project handoffs

🎯 Requirements

• This position must be a US Citizen • Subject to a background check and unannounced drug testing requirements • 7+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS company • Background in governance, risk, and compliance (GRC), cybersecurity, or enterprise SaaS delivery • Experience managing C-level relationships and executive business reviews • Familiarity with frameworks such as NIST RMF, FedRAMP, or CMMC • Bachelor’s degree required; advanced degree or relevant certifications (CSM, PMP, CISSP, etc.) a plus • Experience working with U.S. Federal government agencies, programs, or contractors is strongly preferred • Strong customer-facing skills with the ability to earn trust and credibility with technical and business stakeholders • Experience building relationships across multiple levels within complex customer environments • Proven ability to manage large, strategic accounts and lead cross-functional initiatives to drive customer value • Solid understanding of SaaS business models and familiarity with security, risk, or compliance domains • Excellent communication and organizational skills; able to manage multiple priorities and deadlines • Proficiency in tools like Salesforce, Jira, and collaboration platforms

🏖️ Benefits

• Fully remote position • Option to be based in our Boston, Knoxville, or DC area offices • Up to 25% travel to customer sites