Public Sector Customer Success Manager

📋 Description

• • Manage high-touch, SLED accounts serving as the primary client advocate and success owner.
• • Drive cross-functional coordination across multiple teams – including Product, Engineering, Security, and Legal – to ensure the successful onboarding, delivery, and implementation of Vanta at key accounts.
• • Serve as a trusted advisor to customers, aligning Vanta’s roadmap and security outcomes with mission needs, industry trends, and executive-level priorities.
• • Partner with Public Sector Account Managers to co-build and execute multi-year account plans, ensuring adoption milestones, expansion paths, and business outcomes are clearly defined and delivering values.
• • Lead onsite and virtual Executive Business Reviews (EBRs) at both pre- and executive-levels to reinforce value delivery and strategic alignment.
• • Proactively identify churn risks and successfully mitigate while identifying expansion opportunities using data insights and customer health metrics.
• • Act as a voice of the customer at scale, influencing Vanta’s product roadmap, GTM strategy, and support model to better serve public sector enterprises.
• • Travel at least once per month for onsite client visits, executive alignment, and strategic planning sessions.
• • How to be successful in this role:
• • 8+ years of customer success experience, including previous Public Sector CSM roles supporting large, complex organizations with IT modernization, delivery, and adoption.
• • Proven success managing high-value SLED and enterprise accounts, leading to customer satisfaction, renewals, and account growth.
• • Deep understanding of public sector procurement and compliance frameworks, including GovRAMP, NIST, CJIS, and related security and privacy requirements.
• • Strong executive presence and communication skills, with experience engaging senior public officials, agency executives, and program leaders to align security, technology, and mission goals.
• • Expertise in SaaS and GRC solutions, serving as a trusted advisor on risk management, industry best practices, and emerging regulatory trends.
• • Ability to quantify and articulate business value through ROI analysis, performance metrics, and outcome-based reporting that aligns with mission and compliance objectives.
• • Experience driving customer success through transformation and modernization initiatives, guiding public sector customers through the adoption of cloud and security technologies to achieve measurable impact.
• • Track record of cross-functional influence, partnering closely with Sales, Product, Engineering, Legal, and Compliance teams to deliver tailored success plans and drive customer expansion.
• • Demonstrated ability to translate technical and regulatory concepts into actionable strategies for non-technical stakeholders.
• • Strong analytical, strategic thinking, and storytelling skills, using data-driven insights to proactively identify risks and opportunities for growth.
• • Experience advocating for the voice of public sector customers, influencing product roadmaps, and contributing to customer advisory boards or industry working groups.
• • 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.
• • Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
• • What you can expect as a Vanta’n:
• • Industry-competitive salary and equity
• • Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
• • 16 weeks paid Parental Leave for all new parents
• • Health & wellness stipend
• • Remote workspace, internet, and cellphone stipend
• • Commuter benefits for team members who report to the SF and NYC office
• • Family planning benefits
• • Matching 401(k) contribution with immediate vesting
• • Flexible PTO policy, plus 80 hours of Sick Time
• • 11 company-paid holidays
• • Virtual team building activities, lunch and learns, and other company-wide events!
• • Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney