Customer Success Manager, Startups - London, United Kingdom

About Vanta

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.

Role Overview

As Vanta’s Customer Success Manager within the Customer Success Advisory (our pooled CS model), you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with Vanta's specialized solutions. Working closely with your CSA team, you will engage with customers through a combination of proactive email outreach, calls, collaborative use of a shared inbox, and digital programs. 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.

What You’ll Do

• 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, Catalyst, to track and prioritize 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 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 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 organization to drive continuous improvement.

Day in the Life

A typical day for a Customer Success Manager at Vanta might involve:

• Checking the shared inbox for urgent customer inquiries and addressing them promptly.
• Analyzing customer health data in Catalyst to identify at-risk accounts and prioritize outreach.
• Conducting proactive calls with customers to understand their challenges and offer solutions.
• Developing and sending email campaigns to educate customers on new features and best practices.
• Collaborating with the Scale CSA team on strategies to improve customer engagement and adoption.
• Meeting with Account Managers to discuss expansion opportunities and develop account plans.
• Providing feedback to the Product team on customer needs and pain points.
• Attending training sessions to stay up-to-date on Vanta's platform and industry trends.

Why London?

London is a thriving hub for technology and innovation, offering a diverse and vibrant community of startups and security-minded companies. Vanta's presence in London allows us to connect with a wide range of customers and partners in the European market. The city's strong talent pool and access to resources make it an ideal location for Vanta to grow and expand its customer success team.

Career Path

Vanta is committed to providing opportunities for career growth and development. A Customer Success Manager can advance their career by taking on increasing responsibilities, such as leading a team of CSMs, specializing in a particular industry or product, or transitioning to a role in account management or sales. Vanta also offers training and mentorship programs to help employees develop the skills and knowledge they need to succeed.

Salary & Benefits

Vanta offers a competitive salary and benefits package, including:

• Competitive salary commensurate with experience
• Comprehensive health, dental, and vision insurance
• Generous paid time off and holiday policy
• Professional development opportunities
• Remote work options
• Company-sponsored events and activities
• Wellness programs
• Employee assistance program
• Commuter benefits
• 401k or pension plan
• Paid parental leave
• Life insurance
• Disability insurance
• Flexible spending account

Security Culture

At Vanta, security is at the core of everything we do. We are committed to maintaining a strong security culture and protecting our customers' data. We follow industry best practices and continuously monitor our systems for vulnerabilities. We also provide regular security training to our employees to ensure they are aware of the latest threats and how to mitigate them.

How to Apply

To apply for the Customer Success Manager position in London, please submit your resume and cover letter through our online application portal. We encourage you to highlight your experience in customer success, your knowledge of the security and compliance industry, and your passion for helping customers succeed.

FAQ

1. What is Vanta's mission? Vanta's mission is to help businesses earn and prove trust by providing continuous security monitoring and verification solutions.
2. What are the key responsibilities of a Customer Success Manager at Vanta? Key responsibilities include serving as a key advisor to customers, driving customer health, and ensuring customer retention and satisfaction.
3. What qualifications are required for this role? Required qualifications include 2+ years of experience in Customer Success at a SaaS company, experience running a large book of business at scale, and strong communication and critical thinking skills.
4. What is the typical career path for a Customer Success Manager at Vanta? A Customer Success Manager can advance their career by taking on increasing responsibilities, such as leading a team of CSMs or specializing in a particular industry or product.
5. What is Vanta's security culture like? Vanta is committed to maintaining a strong security culture and protecting our customers' data by following industry best practices and providing regular security training to employees.
6. Does Vanta offer remote work options? Yes, Vanta offers remote work options for this position.
7. What benefits does Vanta offer? Vanta offers a comprehensive benefits package, including health insurance, paid time off, and professional development opportunities.
8. What is the interview process like? The interview process typically involves a phone screening, a virtual interview with the hiring manager, and a final interview with a panel of team members.
9. What tools do CSMs use at Vanta? CSMs use Catalyst (CS platform), email campaigns, shared inboxes, and other digital programs.
10. Is experience in the security or compliance industry required? Experience in the security or compliance industry is preferred but not required.