Customer Success Manager, Scale

As Vanta’s Customer Success Manager, Scale, you will play a pivotal role in guiding customers through their security and compliance journeys with Vanta's specialized solutions at scale. 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 the retention of customers and the health of the book of business.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.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 Scale Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately being successful and happy.What you’ll do as a Customer Success Manager, Scale at Vanta:• Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content.• Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention• Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.• 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 while leveraging cross-functional resources and specialized teams.• Partner with your Scale CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.• Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities• Liaise with Support and Finance to help quarterback resolutions for customer issues• Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader businessHow to be successful in this role:• Have 2+ years of experience in Customer Success at a SaaS company.• 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• 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• Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-upWhat 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• 401(k) matching• Flexible work hours and location• Open PTO policy• 9 paid holidays in the US• Offices in SF, NYC, Dublin, and SydneyTo 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, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below. The salary or OTE range for this position is $113,000 - $133,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, and other company perk programs.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 VantaWe 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.#LI-remote