Customer Assurance Manager (East Coast Preferred)

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. 

WHAT YOU’LL BRING

• 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. 

Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.