Customer Success Manager

ControlCase, LLC; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Remote-first

Hybrid work options at Fairfax office

Job summary

ControlCase is a leading provider of IT security and compliance solutions. We are seeking a Customer Success Manager to serve as the primary post‑sales contact for a portfolio of mid‑market and commercial clients from a remote-first, full‑time role with hybrid opportunities at our Fairfax, Virginia office.

You will lead onboarding sessions, monitor account health, and run Quarterly Business Reviews to demonstrate value while collaborating with Sales, Engineering, and Professional Services to

Qualifications

• 2+ years in Customer Success, Account Management, Technical Support, or another client-facing role.
• Experience with IT security, compliance, or SaaS products preferred.
• Excellent written and verbal communication with the ability to build trusted client relationships.

Responsibilities

• Manage a portfolio of mid-market and commercial accounts as the primary post-sale contact.
• Lead onboarding sessions and training for successful adoption of controls and workflows.
• Monitor account health metrics and engage at-risk customers with tailored success plans.
• Conduct regular check-ins and QBRs to review progress and reinforce value.
• Document and elevate product or compliance questions to internal teams for timely resolution.
• Identify renewal risks and collaborate with Sales on retention and growth strategies.

Skills

Customer Success

Account management

CRM (Salesforce/HubSpot)

Communication skills

Organizational skills

Cross-functional collaboration

Education

Bachelor’s degree in Business, Information Technology, Marketing, or related field

Tools

Salesforce

HubSpot

Gainsight

Job description

Location: US Based Candidates Only
Job Type: Full-Time / Remote

About ControlCase

ControlCase is a leading provider of IT security and compliance solutions, trusted by organizations worldwide to manage complex regulatory requirements including PCI DSS, ISO 27001, SOC 2, FedRAMP, CMMC, and more. We combine deep expertise with innovative technology to deliver end-to-end compliance programs that reduce risk, save time, and build trust.

Role Overview

As a Customer Success Manager at ControlCase, you will serve as the primary post‑sales contact for a portfolio of clients, helping them successfully navigate compliance programs while maximizing the value of ControlCase’s platform and services. You will build trusted relationships, monitor customer health, collaborate across teams, and help turn satisfied customers into long‑term partners.

Key Responsibilities

• Manage a portfolio of mid‑market and commercial accounts as the primary post‑sale point of contact throughout the customer lifecycle.
• Lead client onboarding sessions and training to ensure successful adoption of ControlCase solutions and compliance workflows.
• Monitor account health metrics and proactively engage with at‑risk customers through tailored success plans.
• Conduct regular customer check‑in meetings and Quarterly Business Reviews (QBRs) to review progress, address concerns, and reinforce business value.
• Document and elevate product issues, compliance questions, and service requests to the appropriate internal teams while ensuring timely resolution.
• Identify potential renewal risks and collaborate with the Sales team on retention and account growth strategies.
• Educate customers on new product features, platform enhancements, and additional services aligned with their compliance objectives.
• Maintain accurate customer records, activity history, and account health data within the CRM.
• Share customer feedback and trends with internal stakeholders to support product improvements and service excellence.

Requirements

• 2+ years of experience in Customer Success, Account Management, Technical Support, or another client‑facing role.
• Experience with IT security, compliance, or SaaS products, or a strong desire to build expertise in these areas.
• Excellent written and verbal communication skills with the ability to build trusted client relationships.
• Strong organizational skills with the ability to manage multiple customer accounts and priorities.
• Experience using CRM platforms such as Salesforce or HubSpot.
• Ability to collaborate effectively with Sales, Engineering, Professional Services, and other cross‑functional teams.
• Bachelor’s degree in Business, Information Technology, Marketing, or a related field preferred. Equivalent experience will also be considered.

Nice to Have

• Working knowledge of compliance frameworks including PCI DSS, SOC 2, ISO 27001, FedRAMP, or CMMC.
• Experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero.
• Exposure to GRC platforms, security assessment tools, or audit management software.
• Experience coordinating technical onboarding or customer implementation projects.

Why Join ControlCase?

• Join a growing, mission‑driven organization helping businesses simplify compliance worldwide.
• Competitive salary with performance‑based bonus opportunities.
• Comprehensive benefits package including health, dental, vision, and 401(k).
• Remote‑first work environment with hybrid opportunities at our Fairfax, Virginia office.
• Career growth opportunities, mentorship, and leadership development.
• Access to compliance training resources and support for professional certifications.

ControlCase is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.