Program Manager, Digital Customer Success

Vanta; United States; Remote; USD 110,000 - 165,000; Full time

Job summary

Vanta is seeking a Program Manager to scale digital-first customer experiences that accelerate onboarding, activation, and ongoing adoption. You will translate customer insights and product usage data into repeatable, measurable programs that drive value, retention, and growth across a SaaS customer base.

You'll collaborate with CS, Product, Education, Marketing, and Community to tailor programs to segments and milestones, while using AI to streamline workflows and content.

Qualifications

• 5+ years in customer-facing, lifecycle marketing, customer success, or program management in SaaS.
• Experience designing onboarding, activation, and engagement programs in a digital-first model.
• Strong understanding of customer journey, product adoption, and retention levers.
• Ability to analyze usage data, measure program effectiveness, and optimize impact.
• Excellent communication and stakeholder management across teams.

Responsibilities

• Own end-to-end digital customer success programs (onboarding, activation, adoption).
• Design, build, and optimize scalable email communications using customer data and signals.
• Collaborate with CS, Product, Education, Marketing, and Community to tailor programs.
• Measure performance against onboarding, activation, engagement, and time-to-value goals.
• Lead activation strategy and own digital execution for product launches and adoption initiatives.
• Build activation experiences across email, in-app messaging, educational resources, and community programs.
• Identify opportunities for proactive intervention using customer and product data.
• Define program metrics and work with Data on reporting tied to activation and retention.
• Leverage Claude and ChatGPT to streamline workflows and content creation.

Skills

Program management

Customer empathy

Data fluency

Cross-functional execution

Communication

Stakeholder management

AI tooling

Salesforce

Snowflake

Customer.io

Claude

ChatGPT

Tools

Salesforce

Snowflake

Customer.io

Claude

ChatGPT

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.

Vanta is looking for a Program Manager to build and scale digital-first customer experiences that accelerate onboarding, product activation, and ongoing adoption. You’ll turn customer insights, product usage data, automation, and AI into programs that help early-stage and mid-market customers realize value and support retention and growth.

The team

The Digital Success Programs team creates scalable, personalized customer experiences that extend the reach of Customer Success. The team partners across Customer Success, Product, Marketing, Education, Community, Data, and Operations to deliver measurable customer outcomes through digital engagement, education, automation, and community programs.

The role

As a Program Manager on the Digital Success Programs team, you’ll own programs across the customer lifecycle and help translate product priorities and customer needs into repeatable, measurable engagement. It is a builder role for someone who can combine program management, customer empathy, data fluency, with strong cross-functional execution.

What you’ll do as a Program Manager at Vanta

• Own one or more digital customer success programs end to end, such as cohort onboarding and one-to-many activation programs that integrate education and community engagement.

• Design, build, and optimize scalable email communications across onboarding, activation, and adoption stages, using customer attributes, product usage signals, and behavioral triggers.

• Partner with Customer Success, Product, Education, Marketing, and Community to tailor programs to customer segments, adoption milestones, and risk signals.

• Measure program performance against onboarding, activation, engagement, and time-to-value goals, and continuously improve program outcomes.

• Partner on activation strategy and own digital program execution for product launches and strategic adoption initiatives.

• Build activation experiences across email, in-app messaging, educational resources, community programming, and live learning.

• Identify opportunities for proactive intervention and deeper adoption using customer and product data.

• Define program-level success metrics and partner with Data on reporting that connects digital engagement to activation, adoption, and retention.

• Use AI tools such as Claude and ChatGPT to streamline workflows, develop content, analyze insights, and improve program efficiency.

• Build frontline awareness, buy-in, and enablement so partners can successfully adopt and support new programs.

How to be successful in this role

• 5+ years of experience in customer-facing, lifecycle marketing, customer success, or program management roles, preferably in SaaS.

• Experience designing, launching, and optimizing scalable onboarding, product activation, and customer engagement programs, ideally within a digital-first or scaled Customer Success model.

• Strong understanding of the customer journey, product adoption, and retention levers, with experience using behavioral triggers and customer data to deliver targeted, personalized engagements.

• Ability to analyze product usage and engagement data, measure program effectiveness, and continuously optimize for impact.

• Strong project management skills, with a structured approach to defining goals, scope, milestones, and success metrics while independently driving cross-functional initiatives.

• Excellent communication, stakeholder management, and customer-facing content development skills.

• Proficiency with AI tools such as Claude or ChatGPT to improve workflows, accelerate execution, and drive operational efficiency.

• Experience with Salesforce, Snowflake, Customer.io, customer success platforms, or similar systems.

• Exposure to customer education, community engagement, or content strategy.

• Uses AI in day-to-day work to amplify their skills and strengthen their outcomes, applying it across routine workflows, actively building fluency through experimentation, and exercising sound judgment to ensure AI-assisted work meets a high quality bar.

Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

What you can expect as a Vanta’n:

• Industry-competitive salary and equity

• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans

• 16 weeks paid Parental Leave for all new parents

• Health & wellness stipend

• Remote workspace, internet, and cellphone stipend

• Commuter benefits for team members who report to the SF and NYC office

• Family planning benefits

• Matching 401(k) contribution with immediate vesting

• Flexible PTO policy, plus 80 hours of Sick Time

• 11 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

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.

#LI-remote

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.

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.