Customer Success Manager, Startups - APJ (Sydney, Australia)

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 a Vanta 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 a Vanta 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.

A Day in the Life

Imagine starting your day by reviewing your customer health dashboard in Catalyst, Vanta's CS platform. You identify a few accounts that need immediate attention and proactively reach out to schedule check-in calls. During these calls, you guide customers through their SOC 2 readiness process, answer their technical questions, and provide recommendations on how to best utilize Vanta's platform. You also collaborate with the Account Management team to identify potential expansion opportunities within your customer base. You end the day by contributing to a team brainstorming session focused on improving customer onboarding and driving higher product adoption.

Why Sydney, Australia?

Sydney is a vibrant and thriving hub for technology companies, particularly startups focused on software and security. Vanta's presence in Sydney allows us to better serve our customers in the Asia-Pacific (APJ) region and tap into a diverse pool of talent. The city offers a high quality of life, with beautiful beaches, world-class restaurants, and a thriving arts and culture scene. Working in Sydney provides the opportunity to collaborate with colleagues from diverse backgrounds and contribute to Vanta's global growth.

What You’ll Do: Key Responsibilities

• Guide our customers in our Startups segment through onboarding, implementation, product adoption, and value-driven success.
• Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content.
• Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities.
• Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention.
• Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.
• Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
• Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution.
• Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform while leveraging cross-functional resources and specialized teams.
• Partner with your CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
• Liaise with Support and Finance to help quarterback resolutions for customer issues.
• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business.

Career Path

At Vanta, we are committed to providing opportunities for our employees to grow and develop their careers. As a Customer Success Manager, you can progress to Senior Customer Success Manager, Team Lead, or even move into other areas of the company, such as Account Management or Product Management. We encourage our employees to take ownership of their career paths and provide the resources and support they need to achieve their goals.

Salary & Benefits

The estimated annual salary range for this position is $100,000 - $150,000 USD. The actual salary will be determined based on factors such as experience, skills, and location. In addition to a competitive salary, Vanta offers a comprehensive benefits package, including:

• Competitive salary and equity
• Comprehensive health, dental, and vision insurance
• Generous paid time off and holidays
• Professional development budget to support your growth
• Wellness programs and resources
• Employee assistance program
• Flexible work arrangements
• Company-sponsored events and activities

Our Security Culture

At Vanta, security is not just a product; it's ingrained in our culture. We believe that everyone at Vanta plays a role in ensuring the security of our company and our customers. We provide regular security training and encourage our employees to think critically about security in everything they do. We also foster a culture of transparency and accountability, where employees feel comfortable reporting security concerns without fear of reprisal.

How to Apply

If you are a passionate and driven Customer Success professional with a strong interest in security and compliance, we encourage you to apply! To apply for this position, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and skills, and explain why you are interested in working at Vanta.

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 guiding customers through their security and compliance journeys, ensuring their success with Vanta's platform.

3. What qualifications are required for this role?

   We are looking for candidates with 2+ years of experience in Customer Success at a SaaS company, experience running a large book of business, and a strong understanding of security and compliance frameworks.

4. What skills are important for this role?

   Key skills include customer success, SaaS experience, onboarding and implementation expertise, strong communication and critical thinking skills, and empathy for customers.

5. What is the career path for a Customer Success Manager at Vanta?

   Customer Success Managers can progress to Senior Customer Success Manager, Team Lead, or move into other areas of the company, such as Account Management or Product Management.

6. What are the benefits of working at Vanta?

   Vanta offers a competitive salary, comprehensive health insurance, generous paid time off, professional development budget, and other benefits.

7. What is the company culture like at Vanta?

   Vanta has a kind and talented team with a strong security culture. We value innovation, customer success, and a collaborative work environment.

8. What security compliance frameworks does Vanta cover?

   Vanta supports SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks, among others.

9. How does Vanta use Catalyst?

   Catalyst is Vanta's CS platform, used for monitoring customer health, prioritizing accounts, and managing customer interactions.

10. Is this role remote?

    No, this role is based in our Sydney, Australia office.