Customer Success Manager Job at Vanta

Job Description

As Vanta’s Customer Success Manager within the Customer Success Advisory (CSA), you will play a pivotal role in guiding our early stage startup customers through their security and compliance journeys with Vanta. Operating through a team-based CS support model, you will engage with customers through a combination of proactive email outreach, customer meetings, and collaborative management of a shared inbox. 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.

Job Responsibility

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 to track and prioritize customer health indicators across the team’s 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 team and cross-functional partners to develop and execute plays that drive customer engagement, adoption, and retention across Vanta startup customers
Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities
Coordinate with Support, Partners and EPD 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
1-3 yrs of Industry knowledge in GRC, compliance and/or cybersecurity
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
Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact

What we offer

Offers Equity
medical benefits
401(k) plan
other company perk programs
Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
16 weeks fully-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

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