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Manager, Customer Success – Upmarket

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Vanta

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Location:
Australia , Sydney

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

As the Manager, Upmarket Customer Success, you will lead a team of CSMs responsible for onboarding, adoption, value realization, and retention across a fast-growing segment of our customer base. You’ll build a high-performing team that is customer-obsessed, data-informed, and skilled at navigating complex customer environments. This role requires strong strategic ownership, excellent coaching capability, and comfort operating at multiple altitudes in a fast-paced environment. You’ll partner closely with Sales, Account Management, Product, GRC SMEs, and Support to deliver measurable customer and business impact.

Job Responsibility:

  • Hire, mentor, and develop a team of Upmarket CSMs while fostering a culture of accountability, customer value, and continuous improvement
  • Drive consistent execution across onboarding, adoption, risk management, success planning, and renewal influence
  • Inspect team and segment performance using data
  • coach CSMs on prioritization and leading indicators of customer health
  • Build repeatable processes that scale—reducing ambiguity and increasing velocity across the customer lifecycle
  • Strengthen multi-threaded customer relationships and support executive-level conversations and escalations
  • Partner cross-functionally to align on strategy, remove blockers, and amplify customer feedback
  • Promote GRC fluency and ensure the team connects Vanta’s capabilities to measurable customer outcomes
  • Lead through change with resilience, steady judgment, and a bias for action

Requirements:

  • 6+ years in Customer Success, Account Management, or a related customer-facing SaaS role
  • 3+ years leading teams (direct people management)
  • Experience managing upmarket customers with multiple stakeholders and complex technical or operational requirements
  • Strategic Ownership: You identify the right problems, design solutions, and drive outcomes without waiting for escalation
  • Data Literacy & Business Acumen: You use metrics to diagnose, prioritize, and influence decisions—then coach others to do the same
  • Demonstrated learning agility: You quickly absorb new domains and guide your team through ambiguity with clarity
  • Leadership Judgment: You make sound, principled decisions under ambiguity and communicate them clearly
  • Communication & Influence: You create clarity, alignment, and momentum across teams and with customer executives
  • Resilience & Iteration Speed: You stay steady under pressure, model adaptive problem-solving, and help your team quickly move from learning to action
  • Strong critical thinking
  • able to move seamlessly between strategy and execution
  • High EQ and excellent coaching instincts
  • Comfortable navigating ambiguity and driving clarity for others
  • A natural builder who enjoys scaling processes, programs, and teams
  • Curiosity about cybersecurity and emerging technologies
  • 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:
  • 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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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