Senior Customer Success Manager, Commercial+

📋 Description

• • Guide commercial+ segment customers through onboarding, implementation, product adoption, and value-driven success using Vanta’s security and compliance platform.
• • Serve as the primary point of contact for customers across industries, functions, and stages of their customer journey, ensuring alignment with their security and compliance goals.
• • Proactively collaborate with Account Managers to identify at-risk accounts, share customer insights, and surface expansion opportunities to grow the book of business.
• • Empower customers to become self-sufficient Vanta champions by enabling them to solve immediate needs while focusing on long-term success, value realization, and retention.
• • Monitor and prioritize customer accounts using Catalyst, Vanta’s Customer Success platform, based on key health indicators to ensure proactive intervention and retention.
• • Drive customers toward specific business outcomes on their timelines by delivering strategic guidance and action plans tailored to their compliance objectives.
• • Become a product expert on Vanta’s platform, including its compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks), Trust Reports, and Risk Management solution.
• • Provide insightful technical answers and recommend optimal pathways for customers to achieve compliance using Vanta’s automation tools, leveraging cross-functional teams as needed.
• • Partner with the Customer Success team to co-create scalable plays that drive customer engagement, adoption, and retention across the broader customer base.
• • Liaise with Customer Support to quarterback resolution of complex customer issues, ensuring timely and effective outcomes.
• • Act as the voice of the customer internally, providing feedback to the Product team and other business functions to influence product development and operational improvements.
• • Maintain deep familiarity with security and compliance best practices to effectively advise customers on evolving regulatory landscapes and industry standards.
• • Demonstrate curiosity and adaptability in a fast-paced, evolving startup environment by iterating on processes and embracing change to improve customer outcomes.
• • Use AI tools responsibly to enhance efficiency, improve customer interactions, and amplify impact while maintaining sound judgment and ethical standards.
• • Foster strong, empathetic relationships with customers, consistently delivering exceptional experiences that result in high retention and customer satisfaction.
• • Contribute to a culture of collaboration, mutual accountability, and continuous learning within the Customer Success team and across departments.
• • Travel to Vanta’s global offices (Sydney, SF, NYC, London, Dublin, Tel Aviv) as needed for team alignment, customer meetings, or company events.
• • Stay current on Vanta product updates, compliance frameworks, and market trends to maintain expertise and provide accurate, timely guidance to customers.