Partner Customer Success Manager

📋 Description

• • Vanta is on a mission to help businesses earn and prove trust, fundamentally transforming how companies approach security. We believe that robust security should be continuously monitored and verified, empowering organizations to not only practice better security but also to demonstrate it with ease. Our team is comprised of kind, talented individuals, many of whom have found success at Vanta without prior extensive security experience, highlighting our supportive and growth-oriented environment.
• • As a Partner Customer Success Manager at Vanta, you will be instrumental in defining and executing the post-sales customer success strategy for our indirect customer base. This pivotal role involves working collaboratively with and through our valued partners—including resellers, Managed Service Providers (MSPs), and other distribution channels—to cultivate deep product adoption, drive significant value realization, and ensure long-term customer retention within our partner ecosystem.
• • You will be entrusted with managing a dynamic portfolio of 50–100 indirect customer accounts, a number that is expected to grow. This responsibility necessitates close collaboration with our dedicated Partner and Sales teams, playing a crucial role in establishing the foundational processes and strategies for scaling partner success initiatives at Vanta.
• • Vanta has experienced exponential growth, and we are now intensely focused on the challenge of delivering a world-class customer experience to an ever-expanding universe of security-minded software companies. In this Partner Customer Success Manager role, you will serve as a primary ambassador for Vanta, taking ownership of guiding our indirect customers toward achieving their objectives, ensuring their ultimate success, and fostering lasting satisfaction.
• • Your core responsibilities will include owning the end-to-end post-sales relationship for customers acquired through Vanta’s reseller and partner channels. This involves actively driving product adoption, ensuring customers achieve tangible value from Vanta, and fostering long-term loyalty through partner-led implementations and comprehensive enablement programs.
• • You will act as the critical strategic liaison, bridging the gap between Vanta’s Customer Success and Partner teams. Your efforts will ensure seamless alignment, clear accountability, and a consistently exceptional customer experience across all touchpoints.
• • A key aspect of your role will be collaborating closely with Partner Managers to co-create and execute tailored shared success plans for key accounts, ensuring mutual benefit and strategic alignment.
• • You will be a proactive builder and refiner of internal processes, documentation, and engagement models. Your work will be essential in establishing scalable, partner-driven Customer Success Management (CSM) motions that can effectively support our growing indirect customer base.
• • You will be empowered to identify and articulate gaps in the current post-sales partner experience, actively contributing to the definition and implementation of what constitutes world-class Partner Success at Vanta.
• • Furthermore, you will have the opportunity to influence Vanta’s product roadmap and overall customer experience by advocating for the unique needs and requirements of our partner-driven customers.
• • Delivering insightful reporting, performance metrics, and actionable feedback loops will be crucial for driving continuous improvement and optimizing outcomes across your assigned book of business.
• • Embracing AI tools to amplify your skills and enhance your work is highly encouraged. We value curiosity, a proactive learning mindset, and sound judgment in applying AI responsibly to boost efficiency and impact.
• • This role offers a unique opportunity to be at the forefront of building and scaling a critical function within a rapidly growing, mission-driven company. If you are passionate about customer success, thrive in a dynamic environment, and are eager to make a significant impact, this is the role for you.