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Customer Success Manager, Scaled

2 months ago

San Francisco, California, United States Vanta Full time
About the Role

We are seeking a highly skilled Customer Success Manager, Scaled to join our team at Vanta. As a key member of our customer success organization, you will play a pivotal role in guiding customers through their security and compliance journeys with our specialized solutions at scale.

Key Responsibilities
  1. Work with Vanta customers across industries, functions, and stages of their customer journey in both 1:1 and scaled manners.
  2. Surface and create best-in-class scaled resources based on customer needs.
  3. Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention.
  4. Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.
  5. Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
  6. 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.
  7. 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.
  8. Partner with your Scaled CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
  9. Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities.
  10. Liaise with Support and Finance to help quarterback resolutions for customer issues.
  11. Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business.
Requirements
  1. 1+ years of experience in Customer Success at a SaaS company.
  2. Background in running a large book of business at scale.
  3. Willingness to collaborate with others and drive mutually beneficial outcomes.
  4. Self-motivated and curious: Bias for action and committed to iterating when necessary.
  5. Work effectively in a highly ambiguous, ever-changing environment.
  6. Experience working in the security or compliance industry is preferred.
  7. Possess clear and thoughtful communication skills, with strong critical thinking ability.
  8. Be highly empathetic to customers, with a proven track record of long-term customer retention.
  9. Experience with hitting retention targets and creating happy, healthy customers.
  10. Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up.
What We Offer
  1. Industry-Competitive Salary and Equity.
  2. 100% covered Medical, Dental, and Vision Benefits with Dependents Coverage.
  3. 16 Weeks Fully Paid Parental Leave for All New Parents (Moms, Dads, Adoptive, Foster).
  4. Health & Wellness Stipend.
  5. Remote Workspace Stipend.
  6. 401(k) Matching Plan.
  7. Flexible Work Hours and Location.
  8. Open & Encouraged PTO Policy.
  9. 9 Company Paid Holidays.
  10. Free Memberships to Online Wellness Platforms (One Medical, Ginger, Headspace, and more).
  11. Virtual Team Building Activities, Lunch and Learns, and other Company-Wide Events.
  12. Offices in SF and NYC with Hubs of Vanta'ns across the US.

We are committed to hiring diverse talent of different backgrounds and providing 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.