DACH Customer Success Manager, SMB

Vanta; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology firm in London seeks a Customer Success Manager to guide clients through their security and compliance journeys. The role involves onboarding, fostering customer relationships, and ensuring satisfaction with Vanta's solutions. Candidates should have experience in Customer Success within a SaaS environment, with strong strategic account management skills. The position offers competitive salary and comprehensive benefits, with a hybrid work model.

Benefits

Industry-competitive salary

100% covered medical, dental, vision

16 weeks paid parental leave

Health & wellness stipend

Pension matching

25 days PTO plus unlimited sick time

Commuter benefits

Company paid holidays

Qualifications

• 3+ years in Customer Success at a SaaS company.
• Experience managing 150-170 accounts.
• Ability to work in a fast-paced, ambiguous environment.

Responsibilities

• Guide customers through onboarding and implementation.
• Proactively partner with Account Managers on at-risk accounts.
• Serve as the point of contact for customers.

Skills

Customer Success experience

Strategic account management

Problem-solving

Empathy

Communication skills

Fluency in German

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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 a Vanta Customer Success Manager you will play a pivotal role in guiding 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 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 a Vanta 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.

This role is hybrid in our London office 3 days per week and is not eligible for remote work at this time.

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

• Guide our customers in our Growth segment through onboarding, implementation, product adoption, and value-driven success.
• Work with Vanta customers across industries, functions, and stages of their customer journey in a strategic manner.
• Proactively partner with Account Managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities.
• Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention.
• Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.
• 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 while leveraging cross-functional resources and specialized teams.
• Partner with your CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
• Liaise with Support to help quarterback resolutions for customer issues
• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business

How to be successful in this role:

• Have 3+ years of experience in Customer Success at a SaaS company.
• Background in running a book of business of 150-170 accounts.
• Background in running a strategic book of business
• 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
• 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
• Experience working in the security or compliance industry is a bonus!
• Fluency in German

What you can expect as a Vanta:

• 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.