Customer Success Manager, Growth

Posted 7 days agoViewed

💎 Seniority level: Manager, 2+ years

📍 Location: Remote U.S.

🔍 Industry: SaaS

🏢 Company: Vanta👥 501-1000💰 $150,000,000 Series C 7 months agoInternet Artificial Intelligence (AI)Compliance Cyber Security Software

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: Data AnalysisProduct OperationsCross-functional Team LeadershipCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceRESTful APIsWritten communicationComplianceCritical thinkingAccount ManagementEmpathyVerbal communicationTrainingActive listeningClient relationship managementCross-functional collaborationRelationship managementSales experienceStrategic thinkingCustomer supportCustomer SuccessSaaS

Requirements:

2+ years of experience in Customer Success at a SaaS company.
Background in running a large book of business at scale
Willingness to collaborate with others and drive mutually beneficial outcomes
Self-motivated and curious: Bias for action and committed to iterating when necessary
Work effectively in a highly ambiguous, ever-changing environment
Experience working in the security or compliance industry is preferred
Possess clear and thoughtful communication skills, with strong critical thinking ability
Be highly empathetic to customers, with a proven track record of long-term customer retention.
Experience with hitting retention targets and creating happy, healthy customers
Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up

Responsibilities:

Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content.
Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention
Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.
Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution.
Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform while leveraging cross-functional resources and specialized teams.
Partner with your Growth CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
Liaise with Support and Finance to help quarterback resolutions for customer issues
Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business

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