Customer Success Manager, Early-Stage

Vanta is dedicated to helping businesses earn and prove trust through continuous security monitoring. As a Customer Success Manager, you will guide early-stage startup customers on their security and compliance journeys, ensuring their retention and satisfaction by providing exemplary customer service and support.

Responsibilities:

• Serve as a key advisor to a broad range of customers across different industries, roles, and stages of their journey, using a blend of 1:1 and 1:many approaches to maximize impact and engagement
• Leverage email campaigns, calls, and a shared inbox to anticipate and address customer needs, ensuring they remain on track to achieve their security and compliance goals
• Enable customers to become self-sufficient Vanta advocates by guiding them through immediate challenges while setting them up for long-term success, value realization, and retention
• Utilize our CS platform to track and prioritize customer health indicators across the team’s book of business, making data-driven decisions to enhance customer outcomes
• Develop a deep understanding of Vanta's platform and its applications, advising customers on how to optimize their use of our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks), Trust Reports, and Risk Management solutions
• Partner closely with your team and cross-functional partners to develop and execute plays that drive customer engagement, adoption, and retention across Vanta startup customers
• Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities
• Coordinate with Support, Partners and EPD to efficiently resolve customer issues, ensuring a seamless and positive experience
• Act as a customer advocate, channeling feedback and insights to the Product team and broader organization to drive continuous improvement

Requirements:

• 2+ years of experience in Customer Success at a SaaS company
• 1-3 yrs of Industry knowledge in GRC, compliance and/or cybersecurity
• Background in running a large book of business at scale
• Willingness to collaborate with others and drive mutually beneficial outcomes
• Self-motivated and curious: Bias for action and committed to iterating when necessary
• Work effectively in a highly ambiguous, ever-changing environment
• Possess clear and thoughtful communication skills, with strong critical thinking ability
• Be highly empathetic to customers, with a proven track record of long-term customer retention
• Experience with hitting retention targets and creating happy, healthy customers
• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up
• 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
• Experience working in the security or compliance industry