Customer Success Manager, Commercial, West Region

Vanta is a company dedicated to helping businesses earn and prove trust through continuous security monitoring. As the Customer Success Manager for the west region, you will guide customers through their security and compliance journeys, ensuring their satisfaction and success with Vanta's specialized solutions.

Responsibilities:

• Lead all post-sales activities for Vanta’s upmarket customers through onboarding, implementation, product expertise, renewal and identify upsell opportunities
• Carry a BoB of ~50 customers ranging 401 to 2000 employee accounts
• Partner with Account Managers to drive renewal and expansion opportunities within your book of business
• Act as the voice of the customer within Vanta
• 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
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy
• Influence Vanta’s strategy and product priorities to drive adoption and retention by being the voice of the customer
• Work cross-functionally to resolve customer business issues and work toward mutual goals

Requirements:

• Have 4+ years of experience in Customer Success at a SaaS company
• Extensive experience with high-end exposure to C-level executives, and the ability to build strong trusted relationships
• Providing top-notch account management and relationship building through various means; Quarterly Business Reviews, Health Check Ins, and Executive summaries etc
• Ability to be nimble and agile in an environment where shifting priorities should be expected
• 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
• Possess the technical competency to understand Vanta's software and build great relationships with highly technical 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 is preferred