The posting
RegScale is a continuous controls monitoring (CCM) platform purpose-built to deliver fast and efficient GRC outcomes. We help organizations break out of the slow and expensive realities that plague legacy GRC tools by bridging security, risk, and compliance through controls lifecycle management. By leveraging CCM, organizations experience massive process improvements like 90% faster certification times, and 60% less audit prep time. Today’s expansive security and compliance requirements can only be met with a modern, CCM based approach, and RegScale is the leader in that space.
Position
We are seeking a Customer Success Engineer II (CSE) to own a portfolio of customer accounts and serve as both their primary point of contact for day-to-day success and their technical expert on the RegScale platform. This role blends the account ownership of a Customer Success Manager with the hands-on troubleshooting, configuration, and training skills of an engineer. You will work across the organization to ensure customers achieve adoption, retention, and measurable value from RegScale, and you will help customers navigate U.S. Federal compliance requirements such as NIST RMF and FedRAMP, so knowledge of the Federal space is essential.
This is a high-impact role for someone who thrives in a fast-paced startup, loves solving problems, and is passionate about making customers successful.
This position must be filled by a U.S. citizen and is subject to a background check and unannounced drug testing requirements.
Activities
Portfolio Ownership and Customer Success
- Own a portfolio of customer accounts, serving as the primary point of contact for day-to-day success, technical guidance, and relationship management.
- Drive onboarding, adoption, and ongoing value realization across the RegScale platform.
- Run regular success reviews and renewal conversations, identifying expansion and upsell opportunities.
- Maintain accurate account health, usage, and risk data in PlanHat and Salesforce.
- Execute established playbooks for proactive engagement and consistent support delivery.
Technical Support and Platform Expertise
- Serve as the first line of technical response for the customers in your portfolio, including issues submitted through the Support Portal.
- Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting; resolve Tier 2 issues when feasible by applying product knowledge and established best practices.
- Escalate complex or unresolved cases to Tier 3 with complete documentation, and follow them through to resolution.
- Work directly in the platform to show capabilities, diagnose adoption barriers, and recommend how customers should set up their compliance programs, such as control mapping, assessments, POA&Ms, and continuous monitoring.
- Understand how RegScale connects to the customer’s security stack (vulnerability scanners, asset inventories, ticketing, cloud providers) through APIs and integrations, and work out whether an issue is a configuration, data, or product problem before escalating.
- Support customers working toward U.S. Federal compliance requirements such as NIST RMF/ATO and FedRAMP (including FedRAMP 20x), helping translate those requirements into platform setup, integrations, and clear next steps.
- Monitor SLA commitments to ensure timely, high-quality responses, and maintain accurate records of customer interactions and resolutions in Salesforce and Jira.
Collaboration and Customer Advocacy
- Partner with Sales, Support, and Product to resolve customer issues, escalating complex or strategic matters to leadership as needed.
- Capture and relay customer feedback to Product and Services teams to drive enhancements and process improvements.
- Contribute to FAQs, knowledge base articles, and training content to improve customer enablement.
- Partner with your colleagues on adjacent accounts to continuously be the Voice of the Customer and drive accountability across the org to meet your customers’ objectives.
Required Skills
- Strong troubleshooting and problem-solving skills with attention to detail, including the ability to reproduce issues and determine whether a problem is a configuration, data, or product issue.
- Working knowledge of APIs and integrations, and experience administering or configuring a SaaS platform, or a technical certification (e.g., Security+, CISSP, cloud certifications).
- Knowledge of the U.S. Federal space, including NIST RMF, the ATO process, and FedRAMP, and how Federal agencies, programs, and contractors operate.
- Strong customer-facing skills with the ability to earn trust and credibility with technical and business stakeholders.
- Experience managing a portfolio of accounts and balancing multiple competing priorities, including multiple tickets at once.
- Solid understanding of SaaS business models and renewal/retention dynamics.
- Familiarity with security, risk, or compliance domains, and the curiosity to keep learning about cybersecurity, compliance, and enterprise SaaS.
- Excellent written and verbal communication and organizational skills, for both technical and non-technical audiences.
- Proficiency in tools like Salesforce, Jira, PlanHat, ticketing/case management systems, and collaboration platforms.
Education/Training, Qualifications, And Certification
- 4+ years of experience in Customer Success, Technical Support or Support Engineering, Solutions Engineering, or Account Management in a B2B SaaS company.
- Background in governance, risk, and compliance (GRC), cybersecurity, or enterprise SaaS delivery a plus.
- Bachelor’s degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered.
- Relevant certifications a plus (e.g., CSM, Security+, CISSP, cloud certifications, ITIL).
- Hands-on experience supporting customers through NIST RMF/ATO, FedRAMP, or CMMC, or working with U.S. Federal government agencies, programs, or contractors, strongly preferred.
- Familiarity with compliance-as-code concepts, such as OSCAL and FedRAMP 20x Key Security Indicators, a plus.
