Senior Customer Success Manager, Commercial +

Vanta; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare stipend

Parental Leave 16 weeks

Remote workspace stipend

Wellness stipend

Annual leave 20 days

9 holidays

Office network across major cities

Job summary

Vanta is seeking a Senior Customer Success Manager to guide customers through security and compliance journeys using our platform. This hybrid role involves working from our Sydney office three days a week, focusing on onboarding, adoption, and value-driven outcomes in the Upmarket segment.

You will partner with Account Managers to identify at-risk accounts, provide customer insights, and uncover expansion opportunities while driving long-term retention and satisfaction across a diverse customer

Qualifications

• 6+ years of experience in Customer Success at a SaaS company.
• Experience running a strategic book of business.
• Strong collaboration and cross-functional drive.
• Self-motivated with bias for action in ambiguous environments.
• Excellent communication and critical thinking.

Responsibilities

• Guide customers in the Upmarket onboarding, adoption, and value-driven success.
• Partner with Account Managers to flag at-risk accounts and identify expansion opportunities.
• Help customers achieve security and compliance using the platform.
• Prioritize book of business based on customer health indicators.
• Be the voice of customers to Product and cross-functional teams.
• Support resolutions with the Support team and drive outcomes.

Skills

Customer Success

SaaS

Strategic book of business

Collaboration

AI in daily work

Retention targets

Security/compliance knowledge

Job description

At the company, 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. the company has a kind and talented team, and while some have prior security experience, many have been successful at the company without it.

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

the company'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 the company Senior Customer Success Manager, you will be the voice of the company, responsible for helping keep our customers moving toward their goals and ultimately successful and happy.

This is a hybrid role (three days a week in office) based out of our Sydney office.

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

• Guide our customers in our Upmarket segment through onboarding, implementation, product adoption, and value-driven success.

• Work with the company 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 the company 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 the company 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 the company 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 6+ years of experience in Customer Success at a SaaS company.

• 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

• Use AI in day-to-day work to amplify your skills and strengthen your 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

What you can expect as a the company'n:

• Industry-competitive salary and equity

• Healthcare stipend towards health insurance for you and your dependents

• 16 weeks paid Parental Leave for all new parents

• Health & wellness stipend

• Remote workspace, internet, and cellphone stipend

• Commuter benefits for team members who attend the office

• 20 days of Annual Leave per year

• 9 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

#LI-hybrid

At the company, 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 the company

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.the company 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 the company to build, maintain and demonstrate their trust- all in a way that's real-time and transparent.