Senior Customer Success Manager, Commercial+

About Vanta

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.

Role Overview

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

What You’ll Do

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