Vice President

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 significant improvements in customer retention and expansion metrics to achieve best-in-class performance
• 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:

• Dramatically reduced customer churn through the implementation of early warning systems and proactive intervention strategies
• Consistently achieved strong net revenue retention by aligning teams around customer business outcomes and value realization
• Scaled CS operations efficiently - implemented platforms and processes that multiplied team capacity and productivity
• Built high-performing, stable teams with industry-leading retention while consistently exceeding targets
• Transformed reactive support models into proactive success organizations, significantly reducing escalations and customer friction
• 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 more than $10M 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

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