Director, Commercial Customer Success

Role Overview

• Own the Commercial CS strategy and vision: Define a clear vision, strategy, and success metrics for Commercial Customer Success, translating Vanta’s company goals into functional priorities and a concrete operating plan.
• Build and scale Partner Customer Success: Design and grow how Vanta drives customer outcomes through our partner customer success program — working cross-functionally to establish the model, enablement, and shared metrics for a partner customer success motion that scales our impact.
• Design an operating model that scales without losing the human touch: Apply process, automation, and AI to handle volume efficiently across the Commercial segment, while protecting and strengthening the one-to-one, customer-facing motion that still drives value here. Build the segmentation and playbooks that take low-value work off CSMs' plates so their time goes where relationships and outcomes are actually won.
• Lead and develop leaders: Hire, coach, and develop a team of CS managers and CSMs. Set the talent bar, build succession depth, and raise overall team capability and judgment.
• Drive results across retention, adoption, and expansion: Own the metrics that matter — gross and net retention, adoption, time-to-value, and expansion — and establish the operating cadence to manage them with urgency and transparency.
• Lead cross-functionally: Partner with Sales, Account Management, Partnerships, Product, Support, Marketing, and Rev Ops to align on customer needs, remove blockers, and advocate for the Commercial and partner segments.

Requirements

• Proven CS leadership at scale: Track record leading a Customer Success function and managing managers, with direct accountability for retention and expansion outcomes.
• Experience scaling Commercial CS motions: Built or scaled efficient CS motions for mid-market / commercial segments, balancing scaled programs (digital, one-to-many, pooled, AI) with the high-touch, relationship-driven motion the segment still requires.
• Partner / ecosystem experience: Experience building or operating customer success through partners, channel, or an ecosystem motion (strongly preferred).
• Functional strategy and operating-model design: Demonstrated ability to define functional strategy and build CS methodology — playbooks, segmentation, and operating systems — that scale across teams.
• Data-driven decision making: Uses data, frameworks, and strong judgment to make timely decisions and run an operating cadence against clear KPIs.
• Deep understanding of SaaS business models: Experience operating in a SaaS environment and the economics of a recurring-revenue book.
• Cross-functional leadership and influence: Able to align and influence peer leaders across the business to advance customer and company goals.
• Open to using AI to amplify their skills and strengthen their work
• demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.
• Nice to Have: Partner / ecosystem experience: Experience building or operating customer success through partners, channel, or an ecosystem motion.

Benefits

• Industry-competitive salary and equity
• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
• 16 weeks paid Parental Leave for all new parents
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits for team members who report to the SF and NYC office
• Family planning benefits
• Matching 401(k) contribution with immediate vesting
• Flexible PTO policy, plus 80 hours of Sick Time
• 11 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!