Customer Success Manager, Commercial, West Region at 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.

As Vanta’s west region Customer Success Manager, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialized solutions. 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 retention of customers and health of the 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, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy.

Role Overview

The Customer Success Manager (CSM) for the West Region at Vanta is a critical role focused on ensuring customer satisfaction, retention, and growth. This position involves managing a portfolio of upmarket customers, guiding them through their security and compliance journeys using Vanta's platform. The CSM acts as a trusted advisor, product expert, and advocate for the customer within Vanta.

A Day in the Life of a Vanta Customer Success Manager

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

• Conducting onboarding sessions for new customers, guiding them through the initial setup and platform features.
• Holding regular check-in calls with existing customers to assess their progress, address any challenges, and provide ongoing support.
• Preparing and delivering Quarterly Business Reviews (QBRs) to key stakeholders, highlighting accomplishments and outlining strategic recommendations.
• Collaborating with Account Managers to identify and pursue expansion opportunities within existing accounts.
• Providing technical guidance and best practices related to security and compliance.
• Troubleshooting customer issues and coordinating with internal teams to resolve them effectively.
• Monitoring customer health metrics and proactively addressing any potential risks.
• Staying up-to-date on the latest product updates and industry trends.
• Contributing to internal knowledge sharing and process improvement initiatives.

Why Remote U.S.?

Vanta embraces remote work, allowing talented individuals from across the United States to contribute to our mission. This remote position offers flexibility and the opportunity to work from anywhere in the U.S., while still being a part of a dynamic and collaborative team. The West Region focus allows for a concentrated effort on customers within that geographical area, building strong relationships and understanding their specific needs.

Career Path

The Customer Success Manager role at Vanta offers significant opportunities for career growth. Potential career paths include:

• Senior Customer Success Manager: Taking on more complex accounts and mentoring junior CSMs.
• Customer Success Team Lead: Leading a team of CSMs and driving overall team performance.
• Manager, Customer Success: Overseeing a larger portfolio of customers and developing strategic initiatives.
• Director, Customer Success: Leading the entire Customer Success organization and shaping the customer experience strategy.

Vanta is committed to providing ongoing training and development opportunities to help employees reach their full potential.

Salary & Benefits

The salary range for this position is competitive and commensurate with experience. In addition to a competitive salary, Vanta offers a comprehensive benefits package, including:

• Comprehensive health insurance (medical, dental, vision)
• Generous paid time off (PTO) and holidays
• Paid parental leave
• Professional development budget
• Wellness programs and resources
• Stock options
• 401(k) retirement plan with company match
• Remote work flexibility
• Home office stipend
• Employee assistance program (EAP)
• Team-building activities and events
• Opportunity for career growth and advancement
• Collaborative and supportive work environment
• Meaningful work that helps businesses build trust
• Access to cutting-edge technology and tools

Security Culture at Vanta

At Vanta, security is not just a product; it's ingrained in our culture. We prioritize security in everything we do, from our software development practices to our internal operations. As a Customer Success Manager, you will be a key part of helping our customers build and maintain strong security postures. We believe in continuous improvement and are constantly striving to enhance our security practices.

How to Apply

If you are a passionate and experienced Customer Success professional with a strong interest in security and compliance, we encourage you to apply! Please submit your resume and a cover letter outlining your qualifications and experience through our online application portal.

Frequently Asked Questions (FAQ)

1. What is Vanta? Vanta helps businesses earn and prove trust by continuously monitoring and verifying their security posture.
2. What is the Customer Success team responsible for? The Customer Success team is responsible for ensuring customer satisfaction, retention, and growth.
3. What is the book of business?A book of business (BoB) represents your specific portfolio of customers assigned to you.
4. What experience is needed to be successful in this role? 4+ years of Customer Success experience at a SaaS company is needed to be successful in this role.
5. What is the location of the role? This is a remote role within the United States, preferably in the West Region.
6. What type of companies does Vanta work with? Vanta works with a wide range of security-minded software companies, from startups to enterprises.
7. What security standards does Vanta support? Vanta supports SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks.
8. How does Vanta help customers with compliance? Vanta automates much of the compliance process, making it easier for companies to achieve and maintain security certifications.
9. What opportunities for professional development are offered at Vanta? Vanta offers a professional development budget, mentorship programs, and opportunities to attend industry conferences.
10. What is Vanta's company culture like? Vanta has a kind and talented team that is collaborative, supportive, and passionate about security.