Customer Success Manager, Early-Stage

Vanta

31d•Remote

About The Position

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. As Vanta’s Customer Success Manager within the Customer Success Advisory (CSA), you will play a pivotal role in guiding our early stage startup customers through their security and compliance journeys with Vanta. Operating through a team-based CS support model, you will engage with customers through a combination of proactive email outreach, customer meetings, and collaborative management of a shared inbox. Your mission is to ensure the retention and satisfaction of Vanta’s customers by providing world-class customer service at scale, driving customer health, and maintaining a thriving 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 Customer Success Manager within the Customer Success Advisory, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately being successful and happy.

Requirements

Have 2+ years of experience in Customer Success at a SaaS company.
1-3 yrs of Industry knowledge in GRC, compliance and/or cybersecurity
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
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 is preferred

Responsibilities

Serve as a key advisor to a broad range of customers across different industries, roles, and stages of their journey, using a blend of 1:1 and 1:many approaches to maximize impact and engagement.
Leverage email campaigns, calls, and a shared inbox to anticipate and address customer needs, ensuring they remain on track to achieve their security and compliance goals.
Enable customers to become self-sufficient Vanta advocates by guiding them through immediate challenges while setting them up for long-term success, value realization, and retention.
Utilize our CS platform to track and prioritize customer health indicators across the team’s book of business, making data-driven decisions to enhance customer outcomes.
Develop a deep understanding of Vanta's platform and its applications, advising customers on how to optimize their use of our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks), Trust Reports, and Risk Management solutions.
Partner closely with your team and cross-functional partners to develop and execute plays that drive customer engagement, adoption, and retention across Vanta startup customers.
Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities.
Coordinate with Support, Partners and EPD to efficiently resolve customer issues, ensuring a seamless and positive experience.
Act as a customer advocate, channeling feedback and insights to the Product team and broader organization to drive continuous improvement.