SLED Customer Success Manager, Public Sector
New
V
VantaSecurity SaaS
Remote U.S.Full-TimeSenior
Salary$179K - $210K
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Job Details
- Experience
- 8+ years
- Required Skills
- Data AnalysisAccount ManagementCustomer SuccessSaaS
Requirements
- 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.
Responsibilities
- 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.
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