Governance, Risk and Compliance Manager - Customer Assurance

SUMMARY

We are seeking an experienced Customer Assurance Manager to lead Wiz’s Internal Customer Assurance program for our Information Security Organization, with a focus on securing a modern, cloud-first enterprise.

The ideal candidate will be responsible for building and managing a comprehensive customer assurance program, ensuring that customer security and compliance needs are met with precision and excellence. Additionally, they will lead customer-facing discussions, translate technical security controls into clear, business-relevant language, and continuously evolve the assurance strategy to align with customer expectations and industry trends. Furthermore, they will play a pivotal role in developing metrics to measure success and guide program improvements.

WHAT YOU'LL DO

• Support Customer Inquiries: Work closely with the go-to-market function to manage customer inquiries such as security questionnaires, one-off requests, customer audits, and related support tasks.
• Leverage Tools and Technologies: Build and implement a customer assurance program that effectively leverages tools and technologies to manage increased support requests and streamline processes.
• Expand Customer Assurance Function: Continue to build and expand the customer assurance function within the U.S. and internationally, ensuring it scales with company growth.
• Foster Relationships: Develop strong relationships with both internal teams and external stakeholders to ensure effective collaboration and seamless service.
• Lead Customer-Facing Security Discussions: Take the lead in customer-facing discussions during security reviews, audits, RFIs/RFPs, and due diligence processes.
• Translate Technical Controls for Business Relevance: Simplify and communicate technical security and compliance controls into clear, business-relevant language for customers, making complex concepts accessible.
• Manage Customer Security Portals: Oversee and manage the responses to customer questionnaires and security portals (e.g., OneTrust, Whistic, Vanta Trust Center), ensuring timely and accurate submissions.
• Collaborate with Internal Teams: Partner with internal teams such as GRC, Security, Legal, and Product to gather the necessary evidence and insights required for customer assurance.
• Operationalize Customer Commitments: Ensure customer commitments related to contracts (e.g., SLAs, data handling) are operationalized, monitored, and met consistently.
• Define and Evolve Strategy: Define and continuously evolve the customer assurance strategy and roadmap to meet the growing demands of customers and the business.
• Measure Effectiveness: Develop metrics to measure and report on the success and effectiveness of customer assurance efforts, such as security review completion rates, cycle times, and win rates.
• Stay Informed on Trends: Stay up-to-date with industry trends, customer expectations, and compliance developments to ensure the company is at the forefront of customer assurance best practices.
• Report to Leadership: Provide regular reports to the Head of Security Trust, ensuring transparency and alignment with business objectives.
  
  

• Experience: 6+ years of experience in security, GRC, or customer-facing technical roles (e.g., Solutions Engineering, Security Engineering, or Risk & Compliance) and 3+ years of experience in people management,
• Customer Security Review Experience: Prior experience supporting customer security reviews, audits, or RFPs within a SaaS or cybersecurity setting.
• Experience in High-Growth Environments: Familiarity with high-growth or fast-paced environments is a plus, with the ability to adapt quickly to changing circumstances.
• Knowledge of Security and Privacy Frameworks: In-depth knowledge of security and privacy frameworks, such as SOC 2, ISO 27001, NIST CSF, CIS, GDPR, HIPAA, etc.
• Cloud Security Understanding: Strong understanding of cloud security, data protection principles, and modern SaaS infrastructure (e.g., AWS, GCP, Kubernetes).
• Technical Communication Skills: Ability to discuss technical security controls with both technical and non-technical stakeholders effectively.
• Strong Communication Skills: Excellent written and verbal communication skills, with the ability to distill complex security topics into understandable language for customers.
• Cross-Functional Collaboration: Proven ability to work cross-functionally with Legal, Engineering, Product, Sales, and Compliance teams to drive customer assurance initiatives.
• Experience in High-Stakes Conversations: Ability to handle high-stakes conversations with enterprise customers, auditors, or regulators, ensuring professionalism and clarity.
• Program Building Expertise: Experience in building and scaling customer assurance programs, including the development of playbooks, standard processes, and performance metrics.
• Prioritization Under Pressure: Comfortable managing multiple customer requests simultaneously, with the ability to prioritize effectively under pressure.
• Data-Driven Approach: A data-driven mindset to measure program success, customer satisfaction, and continuous improvement.
• Customer-Centric Focus: Strong commitment to understanding customer needs and going the extra mile to build trust and deliver exceptional service.
• Attention to Detail: A keen eye for detail, ensuring accuracy in customer responses and compliance documentation.
• Resilience and Adaptability: Comfortable navigating ambiguity in a fast-moving industry and adapting to new challenges with resilience and a positive mindset.