Customer Success Manager, Startups

Vanta; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading security solutions provider is seeking a Customer Success Manager in Greater London. In this role, you will be pivotal in guiding customers through their security and compliance journeys. Responsibilities include advising customers, leveraging outreach strategies, and ensuring their retention and satisfaction. The ideal candidate has over 2 years of Customer Success experience in a SaaS environment. Expect competitive salary and benefits including comprehensive medical coverage and generous PTO.

Benefits

Industry-competitive salary

100% covered medical, dental, and vision benefits

16 weeks paid parental leave

Health & wellness stipend

Remote workspace stipend

Pension matching

25 days of PTO per year

Unlimited sick time

Virtual team building activities

Qualifications

• 2+ years of experience in Customer Success at a SaaS company.
• Ability to handle a large book of business.
• Experience in security or compliance industry preferred.

Responsibilities

• Serve as a key advisor to a diverse range of customers.
• Leverage outreach strategies to address customer needs.
• Drive customer engagement, adoption, and retention.

Skills

Customer Success

Communication skills

Problem-solving

Empathy

Critical thinking

Job description

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 Customer Success Manager within the Customer Success Advisory (our pooled CS model), you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with Vanta's specialized solutions. Working closely with your CSA team, you will engage with customers through a combination of proactive email outreach, calls, collaborative use of a shared inbox, and digital programs. Your mission is to ensure the retention and satisfaction of Vanta’s customers by providing world-class customer service at scale, driving customer health, and maintaining a thriving 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 within the Customer Success Advisory, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately being successful and happy.

What you’ll do as a Customer Success Manager at Vanta:

• 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.

How to be successful in this role:

• 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

• 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

• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up

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 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.

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.