Senior Manager, Upmarket Customer Success

Summary

Join Vanta as a Senior Manager, Strategic Customer Success and lead a team of Customer Success Managers. You will develop a high-performing team focused on customer value and results, influencing the design of upmarket CS strategy and developing a repeatable methodology for customer onboarding and program adoption. Responsibilities include hiring, mentoring, and developing a team of CSMs, defining strategies to achieve KPIs, driving adoption of effective portfolio prioritization, and developing enablement programs. Success in this role requires 5+ years of experience leading customer-facing teams, experience with mid-market and enterprise customers, and strong communication and critical thinking skills. Vanta offers competitive compensation, comprehensive benefits including 100% covered medical, dental, and vision, 16 weeks of parental leave, and flexible work hours and location.

Requirements

• 5+ years of experience leading customer facing teams, preferably Customer Success or Account Management
• A passion for team development including the ability to define onboarding and ongoing enablement programs that result in career growth for your team
• Experience managing Mid-Market and Enterprise customers with complex product requirements and multiple levels of stakeholders
• A proven track record of establishing executive level relationships, navigating issues and escalations and balancing the needs of both the customer and the business
• Strong critical thinking and clear communication skills
• Demonstrate a history of making decisions using frameworks and backed by data
• Thrive in a fast paced environment and can effectively lead teams through change
• Have deep curiosity of emerging technologies and an enthusiasm for cybersecurity
• A natural affinity for problem-solving, and an enthusiasm for making a large impact early on at a start-up

Responsibilities

• Hire, mentor and develop a team of expert CSMs and a culture of customer centricity, high performance and accountability
• Influence strategy and design of the customer success methodology including implementation, adoption, customer value and risk management
• Define strategies and coach your team to achieve KPIs including revenue retention and customer health
• Through coaching your team, drive adoption of effective portfolio prioritization, success planning, risk management and expansion identification
• Develop enablement programs that ensure your team members are experts in Vanta’s products, our space and CSM skills
• Partner closely with cross-functional teams including revenue operations, product, marketing, sales, recruiting and more
• Thrive in a fast paced startup environment and contribute to transformational change

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, London, Dublin, and Sydney