Customer Success Manager, Growth

About the position

At Vanta, our mission is to secure the internet and protect consumer data. 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. As Vanta’s Customer Success Manager, Growth, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialized solutions at scale. 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 the retention of customers and the health of the book of business. Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As Vanta’s Growth Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately being successful and happy.

Responsibilities

• Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content.
• 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 Growth CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
• Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities.
• Liaise with Support and Finance 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.

Requirements

• Have 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: 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.

Nice-to-haves

• Experience working in the security or compliance industry.

Benefits

• Industry-competitive compensation.
• 100% covered medical, dental, and vision benefits with dependents coverage.
• 16 weeks fully-paid parental Leave for all new parents.
• Health & wellness and remote workplace stipends.
• Family planning benefits through Carrot Fertility.
• 401(k) matching.
• Flexible work hours and location.
• Open PTO policy.
• 11 paid holidays in the US.
• Offices in SF, NYC, Dublin, and Sydney.