Customer Success Manager

Vanta; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading company in internet security is seeking an Upmarket Customer Success Manager to guide major clients through their security journeys. This role involves post-sales support, customer relationship management, and expertise in compliance standards. Ideal candidates will have extensive experience in customer success within a B2B SaaS environment and possess excellent communication skills.

Benefits

100% covered medical, dental, and vision benefits

16 weeks paid parental leave

Health & wellness stipend

Remote workspace stipend

Commuter benefits

Pension matching

25 days of PTO and unlimited sick time

8 company-paid holidays

Virtual team building activities

Qualifications

• 6+ years of Customer Success experience in B2B SaaS.
• Exceptional verbal and written communication skills.
• Experience with mid-market and Enterprise customers.

Responsibilities

• Lead post-sales activities for Upmarket customers.
• Guide customers through onboarding and product adoption.
• Develop trusted advisor relationships with key accounts.

Skills

Customer Success

Communication

Problem-solving

Organizational skills

Technical curiosity

Tools

Salesforce

Zoom

Slack

Catalyst

Job description

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At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As Vanta's Upmarket Customer Success Manager, you will play a pivotal role in guiding some of our largest customers through their security and compliance journeys with Vanta's specialized solutions. By combining your customer-centric approach with expertise in Vanta's products and security best practices, you will contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes.

Vanta's success over the last year has been exponential, and we are now working to provide world-class customer experience to as many security-minded software companies as possible. As Vanta's Upmarket Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy.

What You'll Do as an Upmarket Customer Success Manager at Vanta:

1. Lead all post-sales activities for Vanta's Upmarket customers by guiding them through onboarding, implementation, product adoption, value-driven renewals, and identifying upsells.
2. Partner with Account Managers to drive renewal and expansion opportunities within your book of business.
3. 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 solutions.
4. Guide implementation, configuration, and optimization of Vanta Trust Management Platform.
5. Provide professional advice on security best practices and compliance standards.
6. Collaborate with customers to optimize security programs and identify areas of improvement.
7. Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy.
8. Work cross-functionally to resolve customer business issues and work toward mutual goals.

What Success Looks Like:

1. You retain and grow your book of business, hitting GDR (Gross Dollar Retention) and CHS (Customer Health Score) targets.
2. You drive adoption of core and new platform capabilities, leading to stronger customer maturity and satisfaction.
3. You elevate customer feedback, especially regional needs (e.g., GDPR tooling or auditor support), to influence Vanta's roadmap.
4. You ensure customers have a clear path to compliance, continuously improving their security posture with confidence.
5. You become a trusted expert, not just in our product, but in the compliance landscape for EMEA-based companies.

What We're Looking For:

1. 6+ years of Customer Success experience in a fast-paced B2B SaaS environment, preferably with security or compliance exposure.
2. Exceptional verbal and written communication skills in both languages.
3. Experience working with mid-market and Enterprise customers, ideally across multiple European countries or markets.
4. Strong experience partnering with C-level stakeholders and guiding them through strategic outcomes.
5. Highly organized and proactive, able to navigate ambiguity and operate with ownership in a high-growth environment.
6. Technically curious, capable of understanding platform mechanics and communicating effectively with security-minded customers.
7. Empathetic and customer-obsessed, with a proven track record of driving value and retention.
8. Strong problem-solving skills and enthusiasm for making a large impact early on at a start-up.
9. Comfortable using tools like Salesforce, Catalyst, Zoom, and Slack.

Location & Work Environment:

• This role is based in our London office, with an expectation to be in-office at least 3 days per week.
• Vanta offers flexibility around working hours and the opportunity to collaborate with global teammates.

What You Can Expect as a Vantan:

• Industry-competitive salary and equity.
• 100% covered medical, dental, and vision benefits with dependents coverage.
• 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.
• Pension matching.
• 25 days of PTO per year and unlimited sick time.
• 8 company-paid holidays.
• Virtual team building activities, lunch and learns, and other company-wide events!

#LI-hybrid

At Vanta, we are committed to hiring diverse talent from different backgrounds, and it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was becoming increasingly important, and we knew how hard it could be for fast-growing companies to invest the necessary time and resources to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and demonstrate their security. From automating security monitoring for standards like SOC 2, HIPAA, and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged.

Today, making security continuous—not just a point-in-time check—is essential. Thousands of companies rely on Vanta to build, maintain, and demonstrate their trust in a real-time and transparent manner.