Customer Success Manager, Vanta
Scale, Customer Success Advisory
Equity available
3 days a week in office
Automated compliance and security provider
Job no longer available
Automated compliance and security provider
501-1000 employees
Job no longer available
Equity available
3 days a week in office
501-1000 employees
Company mission
To secure the internet and protect consumer data.
Role
Who you are
- Located in the London area and able to commute to our London office 3 days a week
- 2+ years in Customer Success/ Product Support role within a SaaS company, with a strong background in managing a large and diverse book of business at scale
- Demonstrated ability to work effectively as part of a collaborative team, driving outcomes that benefit both customers and the organisation
- Thrive in a fast-paced, ever-changing environment, showing a bias for action and a willingness to iterate when necessary
- Possess clear, thoughtful communication skills with strong critical thinking and problem-solving abilities
- Highly empathetic with a proven track record of achieving high customer retention rates and creating satisfied, loyal customers
- Experience in the security or compliance industry is preferred, though a passion for learning and growth in this area is essential
What the job involves
- As the first CSM within Vanta's Scale Customer Success Advisory (CSA) team in the EMEA region, you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with Vanta's specialised solutions
- Working closely with your global team, you will engage with customers through a combination of proactive email outreach, calls, and collaborative use of a shared inbox
- Your mission is to ensure the retention and satisfaction of Vanta’s customers by providing world-class customer service at scale, driving customer health, and maintaining a thriving book of business
- 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
- Approaches to maximise 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 realisation, and retention
- Utilise our CS platform, Catalyst, to track and prioritise customer health indicators across your 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 optimise 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 Scale CSA team to co-develop and execute plays that drive customer engagement, adoption, and retention across the entire Vanta customer base
- Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities
- Coordinate with Support and Finance 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 organisation to drive continuous improvement
Salary benchmarks
Our take
The security auditing process is usually very time-consuming, taking hours to complete, and it is often difficult for start-ups to invest time into such a process. Yet, the benefits of security accreditation are enormous, mainly as many such businesses are working globally and need ways to demonstrate security compliance to one another. Vanta works specifically with start-ups to help them complete and pass security audits such as SOC 2 and ISO 27001.
The company is a compliance portal and security monitoring platform that businesses use to assess their risk levels. Vanta carries out a pre-audit of a company's digital security and highlights areas that need to be worked on before a full analysis of all threats is carried out. Other businesses such as Datadog or PagerDuty offer similar security monitoring services, but Vanta monitors its customers throughout the year, allowing any issues to be identified and addressed early on.
Vanta has found a valuable cybersecurity niche within the giant SaaS market. Companies such as Lattice, Clubhouse, and Calm are all customers, demonstrating a growing trend for companies to manage their cybersecurity proactively, which Vanta should be able to take advantage of to further grow and develop into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
38% female employees
20% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2024
$150m
SERIES C
Sep 2022
$40m
SERIES B
Total funding: $353m
Company benefits
- Health & Wellness: Vanta values the health and well-being of our teammates and offers comprehensive medical, dental, and vision coverage for teammates and dependents. Vanta is excited to provide an additional range of benefits that holistically support your physical, emotional, and financial wellbeing
- Work Your Way: Enjoy a remote-first setup if you're in the US, or go hybrid at our international offices
- Paid Parental Leave: Industry competitive paid parental leave for all parents
- Time Away: Industry competitive and generous PTO policy
- 401K Plan: 401k matching contribution plan
Company values
- Put customers first: We center our customers and their needs in our work, and invest in long-term relationships with them
- Presume good intent: We naturally support and uplift our teammates and partners. We are kind to and respectful of Vanta’ns, partners, customers, and even competitors - and we presume good intent, especially with teammates.
- Bias for action: We make decisions and act quickly even in the face of uncertainty. When we get new information, we’re comfortable with reversing decisions as long as we move quickly so we can iterate and learn
- Lead with resilience: We don’t let day-to-day volatility knock us off course - we operate with resilience and fortitude. We see rapid change as an opportunity to continue redefining an industry in service of our customers
- Decide with frameworks: We develop and use frameworks to evaluate alternatives neutrally, focus requests for feedback, explain the “why” behind decisions, and ensure that similar decisions in the future are made consistently
- Do what it says on the tin: We hold ourselves to the highest standards, and are truthful, humble, and accountable, especially when we (inevitably) make mistakes along the way
Company HQ
Civic Center, San Francisco, CA
Articles
Leadership
Christina Cacioppo
(CEO)Worked in Investment at Union Square Ventures, before becoming a Professor at the School of Visual Arts. Co-founded Nebula Labs, and worked in Product Management at Dropbox.
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