Senior Manager, Strategic Customer Success

Vanta is a company dedicated to helping businesses earn and prove trust through continuous security monitoring. As the Senior Manager of Strategic Customer Success, you will lead a team of Customer Success Managers, focusing on driving customer outcomes, retention, and building long-term partnerships while addressing complex compliance and risk challenges.

Responsibilities:

• Hire, mentor, and develop a team of Strategic CSMs, creating a culture of accountability, ownership, and customer obsession
• Build clear operating rhythms, expectations, and success metrics that enable consistent performance and scalable excellence
• Coach your team to operate as trusted advisors who guide customers through complex GRC and security programs
• Diagnose challenges across the strategic customer segment and proactively design solutions, not just escalate them
• Define and evolve Vanta’s upmarket success motion — including onboarding methodology, strategic planning, risk identification, and value realization
• Operate at multiple altitudes: zoom out to identify systemic issues, and zoom in to solve root causes with precision
• Use data to understand portfolio health, forecast risks, and drive prioritization for your team
• Translate insights into clear action plans for adoption, expansion, and retention motions
• Partner with RevOps to refine metrics, dashboards, and performance inspection mechanisms
• Advise CSMs and customers on complex frameworks, risk programs, and best practices
• Demonstrate strong domain curiosity and the ability to quickly absorb new information and translate it into customer strategy
• Collaborate deeply with Sales, Account Management, Product, and Marketing to drive alignment around customer needs and business priorities
• Represent the voice of strategic customers to influence product roadmap and cross-functional improvements
• Participate in executive-level customer conversations and Vanta roadmap discussions
• Guide your team through complex escalations with clarity, steadiness, and principled decision-making
• Help the team remain focused and productive through change, setbacks, and ambiguity
• Champion an iterative, learning-oriented culture — one that embraces experimentation and improvement
• Travel for onsite engagements, executive business reviews, and strategic partnership meetings (approximately 25–40%)
• Strengthen executive alignment and ensure customers understand the business value Vanta delivers

Requirements:

• 7+ years leading customer-facing or consulting teams (Customer Success, Account Management, or similar) supporting Enterprise or Strategic accounts
• Demonstrated expertise in GRC or security compliance — or a proven ability to rapidly gain domain mastery in complex, regulated environments
• Track record of owning strategic problems, building scalable solutions, and driving outcomes independently
• Strategic Ownership: Identifies the work that matters most and drives it forward without waiting for direction
• Data Literacy & Business Acumen: Uses metrics to diagnose performance, set priorities, and communicate impact
• Leadership Judgment: Makes balanced, principled decisions that account for customers, the business, and the team
• Communication & Influence: Brings clarity to complexity; aligns stakeholders across levels and functions
• Resilience & Iteration Speed: Responds to challenges with composure, resourcefulness, and a bias for forward movement
• GRC Fluency or Learning Agility: Advises credibly on compliance and risk or demonstrates structured domain curiosity
• Exceptional critical thinking, structured problem-solving, and situational awareness
• Comfort leading teams through uncertainty and change
• Strong executive presence and experience in high-stakes customer conversations
• 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