Senior Manager, Upmarket Customer Success - NAMER

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $196.8K - $228K

Vanta is dedicated to securing the internet and protecting consumer data. We empower companies to practice better security and prove it with ease. 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 Vanta’s largest customers. You will develop a high-performing team of CSMs focused on customer value and results. You will be responsible for influencing the design of Vanta’s upmarket Customer Success strategy and developing a repeatable methodology to guide customers in using Vanta as the foundation of their modern GRC program. Partnering closely with Sales, Product, and Marketing leaders will be key to success. You will be at the forefront of delivering Vanta’s GRC value and a key leader in executing our upmarket strategy.

Requirements

• 5+ years of experience leading customer-facing teams, preferably in 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.
• Demonstrate a history of making decisions using frameworks and backed by data.
• Thrive in a fast-paced environment and can effectively lead teams through change.
• Deep curiosity of emerging technologies and an enthusiasm for cybersecurity.

Responsibilities

• Hire, mentor, and develop a team of expert Customer Success Managers 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.

Application Instructions

• (Information regarding application instructions is not provided in the job description.)