Customer Success Manager, Early-Stage - Remote U.S.

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 (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.

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 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.

Day in the Life of a Customer Success Manager

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

• Checking the shared inbox and responding to customer inquiries.
• Conducting proactive email outreach to customers to check on their progress and offer assistance.
• Meeting with customers to discuss their goals and challenges.
• Analyzing customer health data to identify at-risk accounts.
• Collaborating with Account Managers to uncover expansion opportunities.
• Working with Support, Partners, and EPD to resolve customer issues.
• Providing feedback to the Product team based on customer insights.

Why Remote U.S.?

Vanta embraces remote work and understands the benefits of a distributed team. Being a remote Customer Success Manager allows you to:

• Work from anywhere in the U.S.
• Enjoy a flexible work schedule.
• Avoid commuting and save time and money.
• Maintain a better work-life balance.
• Contribute to a diverse and inclusive team.

Career Path at Vanta

Vanta is committed to providing opportunities for growth and development. A Customer Success Manager can advance their career through various paths, including:

• Senior Customer Success Manager
• Team Lead, Customer Success
• Manager, Customer Success
• Director, Customer Success
• Specialized roles in areas like onboarding, renewals, or advocacy

Salary & Benefits

Vanta offers a competitive salary and benefits package, including:

• Competitive salary and equity
• Comprehensive health, dental, and vision insurance
• Unlimited vacation policy
• Paid parental leave
• Professional development budget
• Generous stipends for home office and wellness
• Company-sponsored events and activities

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 product development to internal operations. This commitment to security creates a secure and trusted environment for our employees and customers.

How to Apply

If you are a passionate and experienced Customer Success Manager looking for a challenging and rewarding opportunity, we encourage you to apply! Please submit your resume and cover letter through our online application portal.

FAQ

1. What is Vanta?

   Vanta helps businesses earn and prove trust by continuously monitoring and verifying their security posture.

2. What does a Customer Success Manager do at Vanta?

   A Customer Success Manager guides early-stage startup customers through their security and compliance journeys with Vanta, ensuring retention and satisfaction.

3. What skills are needed to be successful in this role?

   Strong customer success experience, knowledge of GRC, compliance, and/or cybersecurity, excellent communication and critical thinking skills, and the ability to thrive in a fast-paced environment.

4. Is experience in the security or compliance industry required?

   While preferred, it is not strictly required. We value candidates with a strong customer success background and a willingness to learn.

5. What is the work environment like at Vanta?

   Vanta has a collaborative and supportive work environment where employees are encouraged to learn and grow.

6. What are the benefits of working remotely at Vanta?

   Remote work at Vanta offers flexibility, a better work-life balance, and the opportunity to work from anywhere in the U.S.

7. What opportunities for career growth are available at Vanta?

   Vanta offers various career paths for Customer Success Managers, including senior roles, team leadership positions, and specialized roles.

8. What is Vanta's approach to diversity and inclusion?

   Vanta is committed to creating a diverse and inclusive workplace where everyone feels welcome and valued.

9. What tools and technologies do Customer Success Managers use at Vanta?

   Customer Success Managers use a variety of tools, including our CS platform, email marketing software, and collaboration tools.

10. How does Vanta support its employees' well-being?

    Vanta offers generous stipends for home office and wellness, as well as company-sponsored events and activities to promote employee well-being.