Senior Manager, Strategic Customer Success

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. 

As the Senior Manager, Customer Success, you will lead a team of strategic Customer Success Managers to deliver successful onboarding, healthy adoption, advocacy and retention for some of our largest customers in Vanta’s rapidly expanding customer base. You will develop a high performing team of CSMs who are customer value focused and results driven. 

You will be responsible for influencing the design of our upmarket CS strategy, developing a repeatable methodology to guide our customers in using Vanta as the foundation of their modern GRC program. Partnering closely with Sales, Product and Marketing leaders to represent your team and customers will be key to success in this role. You will be at the forefront of delivering Vanta’s GRC value and a key leader in executing our upmarket strategy. 

What you’ll do as a Senior Manager, Strategic Customer Success at Vanta:

• Hire, mentor and develop a team of expert CSMs and a culture of customer centricity, high performance and accountability

• Influence strategy and design of the customer success methodology including implementation, adoption, customer value and risk management

• Define strategies and coach your team to achieve KPIs including revenue retention and customer health

• Through coaching your team, drive adoption of effective portfolio prioritization, success planning, risk management and expansion identification. 

• Develop enablement programs that ensure your team members are experts in Vanta’s products, our space and CSM skills

• Partner closely with cross-functional teams including revenue operations, product, marketing, sales, recruiting and more 

• Thrive in a fast paced startup environment and contribute to transformational change 

How to be successful in this role:

• 5+ years of experience leading customer facing teams, preferably Customer Success or Account Management

• A passion for team development including the ability to define onboarding and ongoing enablement programs that result in career growth for your team

• Experience managing Mid-Market and Enterprise customers with complex product requirements and multiple levels of stakeholders 

• A proven track record of establishing executive level relationships, navigating issues and escalations and balancing the needs of both the customer and the business

• Strong critical thinking and clear communication skills

• …