DACH Customer Success Manager, SMB - London, UK

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.

The Opportunity

As a Vanta Customer Success Manager focused on the DACH region (Germany, Austria, Switzerland) and SMB (Small to Medium-sized Businesses), 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. This role is hybrid in our London office 3 days per week and is not eligible for remote work at this time.

What You’ll Do

• Guide our customers in our Growth 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 strategic manner.
• 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 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.

A Day in the Life of a DACH Customer Success Manager

Here’s a glimpse into what a typical day might look like:

• Morning: Start your day by reviewing your book of business in Catalyst, Vanta’s Customer Success platform. Identify customers who may need proactive outreach based on health scores and recent activity. Respond to urgent customer inquiries and emails.
• Mid-day: Conduct onboarding calls with new SMB customers in the DACH region, guiding them through the initial setup and helping them understand the value of Vanta. Partner with an Account Manager to prepare for and conduct a quarterly business review with a key customer, discussing their progress towards compliance goals and identifying opportunities for expansion.
• Afternoon: Collaborate with the Customer Success team to brainstorm new engagement strategies for driving product adoption among SMB customers. Participate in a product training session to learn about the latest features and updates to the Vanta platform. Provide feedback to the Product team based on customer interactions and insights.
• Evening: Dedicate time to learn more about the DACH market to provide high-value, tailored recommendations. Catch up on any outstanding tasks and prepare for the next day.

Why London?

Vanta's London office serves as a strategic hub for our EMEA operations, providing access to a diverse talent pool and a vibrant business ecosystem. Being based in London allows you to collaborate closely with colleagues from various departments, attend industry events, and build relationships with customers and partners in the region. London is a global center for technology and innovation, offering a dynamic and stimulating environment for professional growth.

Career Path

At Vanta, we are committed to providing opportunities for career advancement and professional development. As a Customer Success Manager, you can progress along several paths, including:

• Senior Customer Success Manager: Take on a larger book of business, mentor junior CSMs, and lead strategic initiatives.
• Customer Success Team Lead: Manage a team of CSMs, providing coaching and guidance to help them achieve their goals.
• Customer Success Manager, Enterprise: Transition to working with larger, more complex enterprise customers.
• Specialized Roles: Explore opportunities in areas such as customer onboarding, technical customer success, or customer marketing.

Salary and Benefits

Vanta offers a competitive salary and benefits package, including:

• Competitive salary and stock options
• Comprehensive health, dental, and vision insurance
• Generous paid time off and holiday policy
• Professional development budget
• Wellness programs and resources
• Commuter benefits
• Paid parental leave
• Employee assistance program
• Team-building events and activities
• A supportive and inclusive work environment

Our Security Culture

At Vanta, security is not just a product; it's ingrained in our culture. We practice what we preach, and every employee plays a role in maintaining our strong security posture. We are committed to providing our employees with the training and resources they need to stay informed about the latest security threats and best practices. We foster a culture of transparency and accountability, where everyone feels empowered to raise security concerns and contribute to our overall security efforts.

How to Apply

If you are a passionate and driven Customer Success professional with a desire to help businesses improve their security posture, we encourage you to apply! 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 automates up to 80% of the work required to get a SOC 2, HIPAA, or ISO 27001 report.
2. What does a Customer Success Manager do at Vanta? A Customer Success Manager guides customers through their security and compliance journeys with Vanta's specialized solutions.
3. What qualifications are required for this role? 3+ years of experience in Customer Success at a SaaS company, experience managing a book of business, and strong communication skills are required.
4. Is this role remote? No, this role is hybrid in our London office 3 days per week and is not eligible for remote work at this time.
5. What is the career path for a Customer Success Manager at Vanta? You can progress to Senior Customer Success Manager, Customer Success Team Lead, or Customer Success Manager, Enterprise.
6. What benefits does Vanta offer? Vanta offers a competitive salary and benefits package, including health insurance, paid time off, and professional development opportunities.
7. What is the company culture like at Vanta? Vanta has a kind and talented team, and we foster a culture of transparency and accountability.
8. How does Vanta support security? At Vanta, security is ingrained in our culture. We practice what we preach, and every employee plays a role in maintaining our strong security posture.
9. What is the focus of the DACH CSM role? This role focuses on serving Small to Medium-sized Businesses (SMB) in the DACH region (Germany, Austria, Switzerland). Fluency in German is ideal.
10. What tools will I use in this role? You will use tools such as Catalyst (CS platform), Salesforce, and other internal Vanta systems.