Manager, Customer Success – Upmarket at Vanta (Sydney, Australia)

At Vanta, we're dedicated to helping businesses build and maintain trust. We believe that continuous security monitoring and verification are essential in today's digital landscape, and we empower companies to achieve better security practices with ease. Our team is composed of kind and talented individuals, many of whom have thrived at Vanta even without prior security experience.

As the Manager, Upmarket Customer Success, you will lead a team of Customer Success Managers (CSMs) responsible for onboarding, adoption, value realization, and retention within a rapidly growing segment of our customer base. You’ll be instrumental in building a high-performing, customer-obsessed, and data-informed team capable of navigating complex customer environments.

This role demands strong strategic ownership, excellent coaching abilities, and the comfort to operate at multiple levels within a fast-paced environment. You will collaborate closely with Sales, Account Management, Product, GRC SMEs, and Support to achieve significant customer and business outcomes.

Role Overview

The Manager, Upmarket Customer Success is a critical leadership position responsible for driving customer success within Vanta's upmarket segment. This role involves building and managing a team of CSMs, implementing scalable processes, and fostering strong customer relationships. The ideal candidate will possess a blend of leadership, strategic thinking, and a deep understanding of customer success principles.

A Day in the Life

Here’s what a typical day might look like:

• Morning: Start the day by reviewing key customer success metrics and identifying any potential risks or opportunities. Conduct a team huddle to discuss priorities, share updates, and address any roadblocks.
• Mid-day: Engage in coaching sessions with individual CSMs, providing guidance on customer interactions, success planning, and problem-solving. Participate in cross-functional meetings to align on strategy and address customer feedback.
• Afternoon: Analyze customer data to identify trends and insights. Develop and implement process improvements to enhance the customer experience. Engage with executive-level contacts at key customer accounts to build relationships and address escalations.
• Evening: Review progress against goals and adjust strategies as needed. Prepare reports and presentations for senior management. Stay updated on industry trends and best practices in customer success.

Why Sydney, Australia?

Sydney is a vibrant and dynamic city with a thriving tech industry, making it an ideal location for Vanta's growing operations. As the Manager, Upmarket Customer Success in Sydney, you will have the opportunity to work in a global hub, collaborate with diverse teams, and contribute to Vanta's international expansion. The city offers a high quality of life, with stunning beaches, iconic landmarks, and a rich cultural scene. Sydney's robust economy and diverse talent pool provide a strong foundation for Vanta's continued success.

Career Path

At Vanta, we are committed to providing opportunities for career growth and development. The Manager, Upmarket Customer Success role can serve as a stepping stone to various leadership positions within the organization. Potential career paths include:

• Director of Customer Success: Oversee a larger team of CSMs and take on broader strategic responsibilities.
• VP of Customer Success: Lead the entire customer success organization and drive overall customer satisfaction and retention.
• Head of Customer Operations: Focus on optimizing customer success processes and leveraging technology to improve efficiency.

Salary and Benefits

Vanta offers a competitive salary and benefits package to attract and retain top talent. The salary range for the Manager, Upmarket Customer Success role in Sydney, Australia is competitive and commensurate with experience. In addition to salary, Vanta provides a comprehensive benefits package that includes health insurance, paid time off, professional development opportunities, and more. Specific details about the compensation and benefits will be discussed during the interview process.

Vanta's Security Culture

Security is at the core of everything we do at Vanta. We foster a culture of security awareness and empower our employees to take ownership of security practices. As a member of the Vanta team, you will be expected to adhere to our security policies and procedures, participate in security training, and contribute to a culture of continuous security improvement. We believe that everyone plays a role in maintaining a secure environment and protecting our customers' data.

How to Apply

If you are a passionate and experienced customer success leader looking for an exciting opportunity to join a fast-growing company, we encourage you to apply. To apply for the Manager, Upmarket Customer Success role at Vanta, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience, skills, and accomplishments. We look forward to reviewing your application.

Frequently Asked Questions (FAQ)

1. What does Vanta do? Vanta helps businesses earn and prove trust by continuously monitoring and verifying their security posture.
2. What is the company culture like? Vanta has a kind and talented team that fosters a collaborative and supportive work environment.
3. What are the key responsibilities of the Manager, Upmarket Customer Success? The role involves leading a team of CSMs, driving customer success strategies, and building strong customer relationships.
4. What qualifications are required for this role? The ideal candidate will have 6+ years of experience in Customer Success, 3+ years of team leadership, and experience managing upmarket customers.
5. What is the career path for this role? The Manager, Upmarket Customer Success role can lead to positions such as Director of Customer Success or VP of Customer Success.
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. Where is the role located? This position is located in Sydney, Australia.
8. How does Vanta promote security? Vanta fosters a culture of security awareness and empowers employees to take ownership of security practices.
9. How do I apply for this role? Submit your resume and cover letter through our online application portal.
10. What is the interview process like? The interview process typically involves multiple rounds of interviews with hiring managers and team members.