Customer Success Manager (Commercial) - EMEA

WeHireYou; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Equity

Remote work stipend

Pension matching

25 days annual leave

Office in London

Job summary

Vanta is seeking a Customer Success Manager for the EMEA Commercial segment, based in London. You will guide customers through security and compliance journeys using Vanta's platform, focusing on retention, renewal and healthy book-of-business dynamics.

You will be the voice of the customer, deliver product expertise, and partner with sales to unlock renewals and expansions while maintaining strong executive relationships.

Qualifications

• 4+ years in Customer Success at a SaaS company.
• Experience engaging with C-level executives to build trusted relationships.
• Proven ability to drive renewals, expansions and health of the book of business.
• Strong written and verbal communication with a customer-centric approach.

Responsibilities

• Lead post-sales activities including onboarding, implementation, renewal and upsell opportunities.
• Manage a book of ~50 customers ranging 401 to 2000 employees.
• Collaborate with Account Managers to drive renewals and expansions.
• Advocate for the customer, ensuring platform adoption and success outcomes.
• Provide technical guidance on security/compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA).
• Develop trusted advisor relationships with key stakeholders and sponsors.

Skills

Customer Success

SaaS experience

Executive relationship management

Retention & renewal focus

Book of business management

Cross-functional collaboration

Product knowledge

Problem solving

Strategic advisory

AI-assisted workflows

Job description

Customer Success Manager (Commercial) - EMEA

At Vanta, our mission is to help businesses earn and prove trust. 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 EMEA Customer Success Manager for the Commercial Segment, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialised 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 through retention of customers and health of the book of business.

Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As Vanta’s 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 a Customer Success Manager at Vanta:

• Lead post-sales activities for Vanta’s customers through onboarding, implementation, product expertise, renewal and identifying upsell opportunities.
• Carry a book of business of ~50 customers ranging 401 to 2000 employee accounts.
• 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 (eg SOC 2, ISO 27001, GDPR, HIPAA, ISO 42001 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.

How to be successful in this role:

• Have 4+ years of experience in Customer Success at a SaaS company.
• 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.
• Experience working in the security or compliance industry is preferred.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.
• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact

What you can expect as a Vanta'n:

• Industry-competitive salary and equity
• 100% covered medical, dental, and vision benefits with dependents coverage
• 16 weeks paid Parental Leave for all new parents Health & wellness stipend
• Remote workspace, internet, and mobile phone stipend
• Commuter benefits for team members who attend the office
• Pension matching
• 25 days of Annual Leave per year and unlimited sick time
• 8 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!
• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney

About Vanta

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

Now more than ever, 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- all in a way that's real-time and transparent.

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, 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.

London, UK