Manager, Customer Success - EMEA

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. 

As the Manager, Customer Success, you will lead a team of growth Customer Success Managers to deliver successful onboarding, healthy adoption, advocacy and retention in Vanta’s rapidly expanding customer base. You will develop a high-performing team of CSMs who are customer value-focused and results-driven.

You will be responsible for influencing the design of our growth CS strategy, developing a repeatable methodology to guide our customers in using Vanta as the foundation of their modern GRC program. Partnering closely with Sales, Product and Marketing leaders to represent your team and customers will be key to success in this role. You will be at the forefront of delivering Vanta’s GRC value and a key leader in executing our downmarket strategy.

What you’ll do as a Manager, Customer Success at Vanta:

• Hire, mentor and develop a team of expert CSMs 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 prioritisation, 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

How to be successful in this role:

• 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 customers at scale 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

• Have a deep curiosity about emerging technologies and an enthusiasm for cybersecurity

• A natural affinity for problem-solving, and an enthusiasm for making a large impact early on at a start-up

• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact

What you can expect as a Vanta’n:

• Industry-competitive salary and equity

• 100% covered medical, dental, and vision benefits with dependents coverage

• 16 weeks paid Parental Leave for all new parents Health & wellness stipend

• Remote workspace, internet, and mobile phone stipend

• Commuter benefits for team members who attend the office

• Pension matching

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