Customer Success Manager, Mid-Market and Key Accounts

Summary

Join Vanta as a Customer Success Manager, Mid-Market and Key Accounts, and play a pivotal role in guiding customers through their security and compliance journeys. You will leverage your customer-centric approach and expertise in Vanta's products to ensure customer success and satisfaction. Responsibilities include leading post-sales activities, partnering with account managers, acting as the voice of the customer, and providing technical support. Success in this role requires 3-5 years of experience in Customer Success at a SaaS company, extensive experience with C-level executives, and strong communication and problem-solving skills. Preferred qualifications include experience in the security or compliance industry. Vanta offers competitive compensation, comprehensive benefits, and a flexible work environment.

Requirements

• Have 3-5 years of experience in Customer Success at a SaaS company
• 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
• 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 mid-market customers through onboarding, implementation, product expertise, renewal and identify upsell opportunities
• Partner with Account Managers to drive renewal and expansion opportunities within your book of business
• Act as the 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