Customer Success Manager

Summary

Join Vanta as a Customer Success Manager and guide customers through their security and compliance journeys using Vanta's solutions. You will work directly with customers, leveraging your customer-centric approach and expertise in Vanta's products and security best practices. Your responsibilities include onboarding, implementation, product adoption, and ensuring customer success and retention. You will proactively identify at-risk accounts, provide insights, and highlight expansion opportunities. You will also serve as the primary point of contact for your customers, addressing their needs and driving them towards specific business outcomes. Success in this role requires experience in customer success at a SaaS company, a background in managing a large book of business, and strong communication and problem-solving skills. Vanta offers a competitive salary, equity, and a comprehensive benefits package.

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

• Guide our customers in our Startups segment through onboarding, implementation, product adoption, and value-driven success
• Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content
• Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
• Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention
• Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
• Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform
• 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 while leveraging cross-functional resources and specialized teams
• Partner with your CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results
• Liaise with Support and Finance to help quarterback resolutions for customer issues
• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business

Preferred Qualifications

Experience working in the security or compliance industry is a bonus

Benefits

• Industry-competitive salary and equity
• Healthcare stipend towards health insurance for you and your dependents
• 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
• Health & wellness stipend
• Remote workspace stipend
• Commuter benefits for team members who attend the office
• Internet and cellphone stipend
• 9 company paid holidays
• 20 days of PTO per year
• Virtual team building activities, lunch and learns, and other company-wide events!