Opportunities at Craft portfolio companies


Manager, Customer Success



Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, May 29, 2024

As the Manager, Customer Success, you will own a scaled customer success team driving customer onboarding, engagement, adoption and health for a regional segment of customers in Vanta’s rapidly expanding customer base.

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.

The customer success team at Vanta is building a program that aims to provide best in industry experiences for Vanta’s customers. One where every customer feels their security needs are understood, supported and encouraged in a way that improves their security posture. In turn, allowing us to fulfill our mission.

The Manager, Customer Success in will be responsible for influencing the design of our strategy, as well as implementing/adapting how it will be delivered through their team so that the goals of the function are achieved and surpassed at every successive step Vanta takes in pursuit of securing the internet and protecting consumer data.

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

  • Up-level a best-in-class Customer Success function - establishing a culture of execution, accountability, and high performance

  • Influence strategy and design of the post-sales functions including implementation, adoption, customer outcomes and customer success

  • Be accountable for metrics including revenue retention, customer engagement and expansion pipeline

  • Through your team, drive top notch customer health metrics, measured by product ROI, value realization, engagement and NPS

  • Partner with cross-functional teams including revenue operations, product, marketing, sales, recruiting and more

  • Report to the Director of Customer Success at Vanta to manage a fast growing team and functional unit of Vanta’ns

  • Thrive in a fast paced startup environment and contribute to transformational change

How to be successful in this role:

  • Have 3+ years of customer-facing experience, including at least 2 years of customer-facing team leadership experience

  • Previous experience running Customer Success teams that served 1000+ customers and experience in growing these teams from 10+ members & beyond.

  • A demonstrated track record of building high performing teams, which included managing team leads and managers.

  • Have had a experience at a fast growing B2B SaaS company

  • Have deep curiosity of emerging technologies and an enthusiasm for cybersecurity

  • A passion for leading, coaching and building an inspired team through setting vision, unlocking potential, and driving compassionate accountability

  • Possess clear and thoughtful communication skills, with strong critical thinking ability

  • Be highly empathetic to customers, with a proven track record of establishing long-term customer relationships

  • 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 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

  • 401(k) matching

  • Flexible work hours and location

  • Open PTO policy

  • 9 paid holidays in the US

  • Offices in SF, NYC, Dublin, and Sydney

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 salary or OTE range for this position is $160,000 - $188,000. 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 in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security.From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged.

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent.