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Customer Success Manager, Scaled

Vanta

Vanta

Customer Service, Sales & Business Development
Remote · United States
Posted on Thursday, January 4, 2024

As Vanta’s Customer Success Manager, Scaled, 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.

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.

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 Scaled 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.

What you’ll do as a Customer Success Manager, Scaled at Vanta:

  • Work with Vanta customers across industries, functions, and stages of their customer journey in both 1:1 and scaled manners.

  • Surface and create best-in-class scaled resources based on customer needs.

  • 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 Scaled 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

How to be successful in this role:

  • Have 1+ 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

What you can expect as a Vantan:

  • Industry-Competitive Salary and Equity

  • 100% covered Medical, Dental, and Vision Benefits with Dependents Coverage

  • 16 Weeks Fully Paid Parental Leave for All New Parents (Moms, Dads, Adoptive, Foster)

  • Health & Wellness Stipend

  • Remote Workspace Stipend

  • 401(k) Matching Plan

  • Flexible Work Hours and Location

  • Open & Encouraged PTO Policy

  • 9 Company Paid Holidays

  • Free Memberships to Online Wellness Platforms (One Medical, Ginger, Headspace, and more!)

  • Virtual Team Building Activities, Lunch and Learns, and other Company-Wide Events

  • Offices in SF and NYC with Hubs of Vanta’ns across the US.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below. The base pay range for this position is $95,000 - $133,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, and other company perk programs.

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide 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.

About Vanta

We started Vanta in 2016 as Equifax had lost every American's social security number, Home Depot had leaked its customers' credit card numbers to hackers, and Facebook admitted that it irresponsibly sent user data to third parties who tried to influence the US election. It was clear that security and privacy had become mainstream issues, and that we all increasingly relied on cloud services to store everything from our personal photos to our communications at work.

Vanta's mission is to be the layer of trust on top of these services, and to secure the internet, increase trust in software companies, and keep consumer data safe.

We do this by building an automated head of security for technology companies, and we use that system to both help a company secure itself and to prove their security to others.

If we succeed in our mission, it should feel irresponsible for users to put data into a product that isn't certified by Vanta, and irresponsible for companies to collect data without using Vanta to secure and monitor themselves.