Customer Success Manager, Scale (Customer Success Advisory)

August 20

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Vanta

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Vanta is the leading trust management platform that helps simplify & centralize security for organizations of all sizes.

SOC 2 • ISO 27001 • HIPAA • PCI • GDPR

201 - 500

💰 $40M Series B on 2022-10

Description

• 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 maximise 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 realisation, and retention. • Utilise our CS platform, Catalyst, to track and prioritise customer health indicators across your 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 optimise 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 Scale CSA team to co-develop and execute plays that drive customer engagement, adoption, and retention across the entire Vanta customer base. • Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities. • Coordinate with Support and Finance 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 organisation to drive continuous improvement.

Requirements

• Located in the London area and able to commute to our London office 3 days a week. • 2+ years in Customer Success/ Product Support role within a SaaS company, with a strong background in managing a large and diverse book of business at scale. • Demonstrated ability to work effectively as part of a collaborative team, driving outcomes that benefit both customers and the organisation. • Thrive in a fast-paced, ever-changing environment, showing a bias for action and a willingness to iterate when necessary. • Possess clear, thoughtful communication skills with strong critical thinking and problem-solving abilities. • Highly empathetic with a proven track record of achieving high customer retention rates and creating satisfied, loyal customers. • Experience in the security or compliance industry is preferred, though a passion for learning and growth in this area is essential.

Benefits

• Industry-competitive salary and equity • 100% covered medical, dental, and vision benefits, including coverage for dependents • 16 weeks of paid parental leave for all new parents (birthing, non-birthing, and adoptive) • Health & wellness stipend • Remote workspace stipend • Pension matching • 25 days of annual leave and unlimited sick time • 8 company-paid holidays • Virtual team-building activities, lunch and learns, and other company-wide events