Customer Success Manager

Summary

Join Vanta's Customer Success Advisory team as a Customer Success Manager and guide diverse customers through their security and compliance journeys. You will engage with customers through proactive outreach, calls, and a shared inbox, ensuring retention and satisfaction. Leverage Vanta's platform and solutions to help customers achieve their security and compliance goals. Collaborate with the CSA team to drive customer engagement and identify expansion opportunities. Act as a customer advocate, providing feedback to the Product team. This role requires 2+ years of Customer Success experience at a SaaS company and a background in managing a large book of business.

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 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