Job Description
As a Customer Success Manager at Vanta, you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys.
Vanta's mission is to secure the internet and protect consumer data. We empower companies to continuously monitor and improve their security posture, proving their compliance with ease.
As a key advisor to a broad range of customers, you will use a blend of 1:1 and 1:many approaches to maximize impact and engagement. You will 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.
Key Responsibilities:
- Serve as a key advisor to a broad range of customers across different industries, roles, and stages of their journey.
- Leverage email campaigns, calls, and a shared inbox to anticipate and address customer needs.
- 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.
- Develop a deep understanding of Vanta's platform and its applications, advising customers on how to optimize their use of our compliance offerings.
- Partner closely with your Scale CSA team to co-develop and execute plays that drive customer engagement, adoption, and retention.
- 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.
Requirements:
- 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, with a bias for action and a commitment to iterating when necessary.
- 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.
About Vanta:
Vanta was founded in 2018 with a vision to restore trust in internet businesses by enabling companies to improve and prove their security. We empower companies to continuously monitor and improve their security posture, proving their compliance with ease.
Our team is dedicated to providing an inclusive work environment and solving complex security challenges for our customers. We offer a competitive compensation package, including industry-competitive compensation, 100% covered medical, dental, and vision benefits, and 16 weeks fully-paid parental leave for all new parents.
Our company culture values diversity, equity, and inclusion, and we are committed to hiring diverse talent of different backgrounds. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class.
**Salary Range:** $113,000 - $133,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, and other company perk programs.