Customer Success Manager

Summary

Join Vanta as our Customer Success Manager, Enterprise, and play a pivotal role in guiding enterprise customers through their security and compliance journeys. You will lead post-sales activities, partner with account managers, act as the voice of the customer, and become a product expert on Vanta's platform. Success in this role requires extensive experience with C-level executives, strong relationship-building skills, and 3-5 years of Customer Success experience at a SaaS company. You will contribute to customer success and satisfaction by ensuring robust security and compliance outcomes, driving renewals, and identifying upsell opportunities. Vanta offers a competitive compensation and benefits package, including comprehensive health insurance, parental leave, wellness stipends, 401(k) matching, and flexible work arrangements.

Requirements

• Extensive experience with high-end exposure to C-level executives, and the ability to build strong trusted relationships
• Providing top-notch account management and relationship building through various means; Quarterly Business Reviews, Health Check Ins, and Executive summaries etc
• Ability to be nimble and agile in an environment where shifting priorities should be expected
• Have 3-5 years of experience in Customer Success at a SaaS company
• 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
• Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers
• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up

Responsibilities

• Lead all post sales activities for Vanta's enterprise customers by guiding them through onboarding, implementation, product adoption, value-driven renewals and identifying upsells
• Partner with Account Managers to drive renewal and expansion opportunities within your book of business
• Act as voice of the customer within Vanta
• Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines
• Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution
• Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy
• Influence Vanta’s strategy and product priorities to drive adoption and retention by being the voice of the customer
• Work cross-functionally to resolve customer business issues and work toward mutual goals

Preferred Qualifications

Experience working in the security or compliance industry is preferred

Benefits

• Industry-competitive compensation
• 100% covered medical, dental, and vision benefits with dependents coverage
• 16 weeks fully-paid parental Leave for all new parents
• Health & wellness and remote workplace stipends
• Family planning benefits through Carrot Fertility
• 401(k) matching
• Flexible work hours and location
• Open PTO policy
• 11 paid holidays in the US
• Offices in SF, NYC, Dublin, and Sydney