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Customer Success Manager, Enterprise - job 2 of 3

At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. 

As Vanta’s Customer Success Manager, Enterprise, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialized solutions. By combining your customer-centric approach with expertise in Vanta's products and security best practices, you will contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes through retention of customers and health of the book of business.

 

Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As Vanta’s Enterprise Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. 

What you’ll do as a Customer Success Manager, Enterprise at Vanta:

  • Lead all post sales activities for Vanta's enterprise customers by guiding them through onboarding, implementation, product adoption, value-driven renewals and identifying upsells.

  • Partner with Account Managers to drive renewal and expansion opportunities within your book of business

  • Act as 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.

How to be successful in this role:

  • 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

  • Have 3-5 years of experience in Customer Success at a SaaS company.

  • Experience working in the security or compliance industry is preferred.

  • 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.

What you can expect as a Vantan:

  • Industry-competitive compensation

  • 100% covered medical, dental, and vision benefits with dependents coverage

  • 16 weeks fully-paid parental Leave for all new parents

  • Health & wellness and remote workplace stipends

  • Family planning benefits through Carrot Fertility

  • 401(k) matching

  • Flexible work hours and location

  • Open PTO policy

  • 11 paid holidays in the US

  • Offices in SF, NYC, Dublin, and Sydney

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.

#LI-remote

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security.From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. 

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent.

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What You Should Know About Customer Success Manager, Enterprise, Vanta

Are you passionate about customer success and the world of cybersecurity? Look no further than Vanta, where we are on a mission to secure the internet while providing an exceptional experience for our customers. As the Customer Success Manager, Enterprise, you'll be the guiding star for our enterprise clients, helping them navigate their unique security and compliance journeys with our platform. Your job will entail onboarding new clients, ensuring robust product adoption, and driving value-driven renewals, all while forming strong relationships with key stakeholders. You'll become a product expert, enabling you to provide insightful solutions and drive meaningful outcomes for customers. Collaboration is key here—working closely with Account Managers, you'll identify upsell opportunities and serve as the voice of the customer within Vanta. This role is more than just a job; it’s an opportunity to influence our product strategy and help elevate the high standards we set for customer care. If you're ready to make an impact in a fast-paced environment, and have the empathetic communication skills needed to work with C-level executives, then join our diverse team at Vanta! With competitive benefits and a culture focused on inclusivity and growth, we want you to be an integral part of our exciting journey.

Frequently Asked Questions (FAQs) for Customer Success Manager, Enterprise Role at Vanta
What are the primary responsibilities of a Customer Success Manager at Vanta?

As a Customer Success Manager, Enterprise at Vanta, your main responsibilities include managing post-sales activities for enterprise clients, guiding them through onboarding and product implementation, driving product adoption, and ensuring renewals and upsell opportunities. You'll act as the voice of the customer and use your expertise to support clients in achieving their security and compliance goals.

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What qualifications are needed to become a Customer Success Manager at Vanta?

To qualify for the role of Customer Success Manager, Enterprise at Vanta, candidates should have 3-5 years of experience in Customer Success at a SaaS company. Experience in the security or compliance industry is preferred, along with strong communication skills and the ability to build trusted relationships with C-level executives.

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How does Vanta ensure a positive customer experience for Enterprise clients?

Vanta promotes a positive customer experience by emphasizing a strategic approach to customer success. This includes proactive outreach, regular business reviews, and health check-ins. By acting as trusted advisors and familiarizing themselves deeply with clients' needs, Customer Success Managers ensure customers are informed, engaged, and positioned for renewal and growth.

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What makes the Customer Success Manager role at Vanta unique?

The Customer Success Manager, Enterprise role at Vanta is unique due to its emphasis on both technical understanding and relationship building. Within a fast-growing tech environment, this position allows you to influence product strategy while providing exceptional service tailored to client needs. Your input directly impacts customer outcomes and the overall trajectory of Vanta's customer experience.

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What growth opportunities can one expect in the Customer Success Manager position at Vanta?

In the Customer Success Manager role at Vanta, individuals can expect significant growth opportunities, including professional development through mentorship, involvement in shaping customer success strategies, and potential upward mobility within the company as Vanta expands. Your ability and contributions tend to open pathways for advanced roles within the organization.

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Common Interview Questions for Customer Success Manager, Enterprise
How do you prioritize tasks when managing multiple enterprise accounts?

To prioritize tasks effectively, I first assess the urgency and importance of each need. I utilize project management tools to track the progress of each account, set clear deadlines, and maintain regular communication with clients to understand their needs. This ensures I'm allocating my time efficiently while keeping customers happy and engaged.

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Can you describe your experience with product adoption strategies?

I've successfully implemented product adoption strategies by using tailored onboarding processes based on customer needs, integrating regular check-ins, and leveraging customer feedback. This approach has led to increased user engagement and satisfaction, resulting in greater renewal rates.

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What role does empathy play in customer success?

Empathy is crucial in customer success as it allows you to understand your customers' challenges and motivations. By actively listening and relating to their experiences, I can provide solutions that resonate with them and drive better outcomes, fostering long-term relationships and loyalty.

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How do you approach delivering negative feedback to a client?

Delivering negative feedback requires a delicate approach. I focus on being factual, transparent, and constructive. I ensure the client understands the reason for the concerns, followed by actionable steps we can take together to remedy the situation and improve outcomes moving forward.

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Describe a time you turned a dissatisfied customer into a loyal one.

I once worked with a customer who was frustrated with a delayed implementation. I took the time to empathize, understand their pain points, and worked collaboratively with our teams to expedite the process. By maintaining open communication and actively involving them in the solution, they transitioned from dissatisfaction to becoming one of our strongest advocates.

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What metrics do you use to measure customer success?

In measuring customer success, I focus on key metrics such as Net Promoter Score (NPS), churn rate, product usage, and engagement levels. Additionally, I track customer feedback and renewal rates to gain insights into overall satisfaction and areas for improvement.

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How do you keep yourself updated with industry trends relevant to customer success?

I regularly follow industry blogs, participate in webinars, and engage with professional networks. This approach keeps me informed on best practices and emerging trends which I can share with my team and utilize to enhance our strategy at Vanta.

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How do you handle differing priorities between your team and the customer’s needs?

When managing differing priorities, I strive for open dialogue with both my team and the customer. I facilitate discussions to align our goals, clarify expectations, and find compromise where necessary. This helps ensure both parties feel heard and engaged while driving success.

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Can you share your experience with collaboration across departments?

Collaboration across departments is essential for customer success. At previous roles, I worked closely with sales, product, and support teams to ensure a unified approach to addressing customer issues, leading to faster resolutions and improved customer outcomes.

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What makes you a good fit for the Customer Success Manager role at Vanta?

I believe my combination of technical proficiency, extensive experience in customer success, and ability to build strong relationships with enterprise clients makes me an excellent fit for Vanta's Customer Success Manager role. I'm passionate about not only helping customers achieve their goals but also being an advocate for their needs within the company.

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Vanta is the leading trust management platform that helps simplify & centralize security for organizations of all sizes.

285 jobs
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CULTURE VALUES
Inclusive & Diverse
Growth & Learning
Customer-Centric
Collaboration over Competition
BENEFITS & PERKS
Medical Insurance
Maternity Leave
Flex-Friendly
401K Matching
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
February 18, 2025

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