Customer Success Manager, Strategic

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

📋 Description

• Act as the main trusted advisor for 5-10 of Vanta's most significant customers, each employing over 10,000 individuals and possessing intricate organizational structures.

• Spearhead enterprise-scale implementations, configurations, and optimizations of Vanta's Trust Management Platform across organizations with multiple business units and geographical locations.

• Develop and sustain deep, multi-threaded relationships with executives such as CISOs, CIOs, Chief Compliance Officers, and other C-level stakeholders.

• Collaborate closely with Strategic Account Executives and Account Managers to pinpoint expansion opportunities, devise account growth strategies, and implement land and expand initiatives.

• Oversee complex, multi-quarter projects necessitating coordination among customer teams, Vanta's cross-functional partners, and external stakeholders.

• Offer expert advice on security best practices and compliance standards (SOC 2, ISO 27001, HIPAA, GDPR, etc.) tailored for large enterprise environments.

• Lead strategic Executive Business Reviews (EBRs) and discussions on value realization that connect Vanta's capabilities with customer business outcomes and ROI.

• Represent the voice of strategic customers to Vanta's product development teams, aggregating feedback and influencing product roadmap priorities.

• Proactively identify risks, formulate mitigation strategies, and ensure long-term retention and customer advocacy.

• Work in tandem with Solutions Engineering, GRC SMEs, Support, and Product teams to deliver exceptional customer experiences.

⛳️ Requirements

• Over 10 years of experience as a Customer Success Manager, Account Manager, or a similar customer-facing role within a SaaS company.

• Demonstrated success in managing strategic or key accounts, particularly with customers having over 10,000 employees.

• Experience managing a targeted book of business (5-10 strategic accounts), rather than high-volume account management.

• Proven expertise in land and expand initiatives, collaborating with sales teams to identify and capitalize on growth opportunities within existing accounts.

• Strong project management abilities, with experience in coordinating complex, multi-quarter projects involving multiple stakeholders.

• Executive presence and capability to forge trusted relationships with C-level stakeholders, including CISOs, CIOs, and Chief Compliance Officers.

• Experience in managing complex onboarding, implementation, adoption, value realization, and renewal strategies for enterprise clients.

• Self-motivated individual capable of working independently in fast-paced and ambiguous environments.

• History of being metrics and data-driven, with demonstrable examples of enhancing customer health and business results.

• Experience conducting strategic Executive Business Reviews (EBRs) and value realization discussions with executive stakeholders.

• Ability to navigate complex, multi-stakeholder organizations and align diverse groups toward shared objectives.

• Strong problem-solving abilities and a proactive attitude, with the capability to think creatively and adapt to ambiguity.

• Willingness to leverage AI to enhance skills and improve work outcomes, showcasing curiosity, a readiness to learn, and prudent judgment in applying AI responsibly for increased efficiency and impact.

🏝️ Benefits

• 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.

• Remote workspace, internet, and cellphone stipend.

• Commuter benefits for team members who report to the SF and NYC offices.

• Family planning benefits.

• Matching 401(k) contribution with immediate vesting.

• Flexible PTO policy, in addition to 80 hours of Sick Time.

• 11 company-paid holidays.

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