Customer Success Associate

Summary

Join Vanta's Customer Success team as a Customer Success Associate and guide diverse customers through their security and compliance journeys. Collaborate with your team using proactive email outreach, calls, and a shared inbox to ensure customer retention and satisfaction. Provide world-class customer service, drive customer health, and maintain a thriving book of business. Leverage Vanta's platform and compliance offerings to advise customers on optimizing their use. Proactively identify at-risk accounts and collaborate with Account Managers to uncover expansion opportunities. Act as a customer advocate, providing feedback to the Product team for continuous improvement. Vanta offers a supportive and inclusive work environment.

Requirements

• Have 2+ years of experience in Customer Success at a SaaS company
• Background in running a large book of business at scale
• Willingness to collaborate with others and drive mutually beneficial outcomes
• Self-motivated and curious: Bias for action and committed to iterating when necessary
• Work effectively in a highly ambiguous, ever-changing environment
• Possess clear and thoughtful communication skills, with strong critical thinking ability
• Be highly empathetic to customers, with a proven track record of long-term customer retention
• Experience with hitting retention targets and creating happy, healthy customers
• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up

Responsibilities

• Serve as a key advisor to a broad range of customers across different industries, roles, and stages of their journey, using a blend of 1:1 and 1:many approaches to maximize impact and engagement
• Leverage email campaigns, calls, and a shared inbox to anticipate and address customer needs, ensuring they remain on track to achieve their security and compliance goals
• Enable customers to become self-sufficient Vanta advocates by guiding them through immediate challenges while setting them up for long-term success, value realization, and retention
• Utilize our CS platform, Catalyst, to track and prioritize customer health indicators across your book of business, making data-driven decisions to enhance customer outcomes
• Develop a deep understanding of Vanta's platform and its applications, advising customers on how to optimize their use of our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks), Trust Reports, and Risk Management solutions
• Partner closely with your Scale CSA team to co-develop and execute plays that drive customer engagement, adoption, and retention across the entire Vanta customer base
• Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities
• Coordinate with Support and Finance to efficiently resolve customer issues, ensuring a seamless and positive experience
• Act as a customer advocate, channeling feedback and insights to the Product team and broader organization to drive continuous improvement

Preferred Qualifications

Experience working in the security or compliance industry is preferred

Benefits

• Industry-competitive salary and equity
• 100% covered medical, dental, and vision benefits with dependents coverage
• 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
• Health & wellness stipend
• Remote workspace,internet and mobile phone stipend
• Commuter benefits, including bike to work scheme and tax commuter ticket scheme
• Pension matching
• 11 company paid holidays plus 25 days of PTO per year
• Virtual team building activities, lunch and learns, and other company-wide events!