Customer Success Manager, Growth – Bilingual, Spanish/English

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Vanta customers from various sectors, roles, and stages of their customer journey individually, while also utilizing 1:many content in both Spanish and English.

• Enable customers to become self-sufficient Vanta advocates by addressing their immediate needs and concentrating on their long-term success, value realization, and retention.

• Monitor and prioritize your portfolio of clients based on key customer health metrics using Catalyst, our Customer Success platform.

• Act as the main point of contact for your customers, guiding them toward specific business outcomes within their timelines.

• Attain expertise in Vanta's products and how our platform enhances security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, and Custom Frameworks), Trust Reports, and Risk Management solutions.

• Offer insightful technical responses and suggest the most efficient methods for customers to achieve compliance with our platform, utilizing cross-functional resources and specialized teams.

• Collaborate with your Growth Customer Success team to co-develop strategies that enhance engagement across the Vanta customer base, resulting in impactful adoption and retention outcomes.

• Proactively work with Account Managers by identifying at-risk accounts, offering customer insights, and highlighting opportunities for expansion.

• Coordinate with Support and Finance to effectively resolve customer issues.

• Represent the voice of your customers across functions, delivering feedback to the Product team and wider business.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Success within a SaaS company.

• Business-level proficiency in both Spanish and English — written and spoken.

• Experience managing a large portfolio of clients at scale.

• Willingness to collaborate with others to achieve mutually beneficial results.

• Self-motivated and inquisitive: a proactive approach with a commitment to adapting when necessary.

• Exceptional communication and critical thinking skills in both Spanish and English, with the ability to build relationships and present across various industries.

• Ability to work effectively in a highly ambiguous and constantly changing environment.

• Previous experience in the security or compliance sector is preferred.

• Strong and thoughtful communication skills, coupled with solid critical thinking abilities.

• Highly empathetic towards customers, with a proven history of long-term customer retention.

• Experience in achieving retention targets and fostering happy, healthy customer relationships.

• Excellent problem-solving skills and a passion for making a significant impact early in a startup environment.

• Must be authorized to work in the U.S. without requiring current or future employer sponsorship.

• Open to leveraging AI to enhance their skills and improve their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to boost efficiency and impact.

🏝️ Benefits

• Competitive salary and equity package.

• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans.

• 16 weeks of paid Parental Leave for all new parents.

• Health & wellness stipend.

• Stipends for remote workspace, internet, and cellphone expenses.

• Commuter benefits for team members who work at the SF and NYC offices.

• Family planning benefits.

• Matching 401(k) contributions with immediate vesting.

• Flexible PTO policy, along with 80 hours of Sick Time.

• 11 company-paid holidays.

• Virtual team-building activities, lunch and learns, and other company-wide events!