Customer Success Manager, Scale (customer Success Advisory)

As the first CSM within Vanta's Scale Customer Success Advisory (CSA) team in the EMEA region, you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with Vanta's specialised solutions. Working closely with your global team, you will engage with customers through a combination of proactive email outreach, calls, and collaborative use of a shared inbox. Your mission is to ensure the retention and satisfaction of Vanta’s customers by providing world-class customer service at scale, driving customer health, and maintaining a thriving book of business.

About Vanta:

At Vanta, our mission is to secure the internet and protect consumer data. We empower companies to continuously monitor and improve their security posture, proving their compliance with ease. Our team is made up of talented individuals, many of whom have thrived at Vanta without prior security experience. We are dedicated to providing an inclusive work environment and solving complex security challenges for our customers.

What You’ll Do:

• Serve as a key advisor to a broad range of customers across different industries, roles, and stages of their journey, using a blend of 1:1 and 1
  approaches to maximise impact and engagement.
• Leverage email campaigns, calls, and a shared inbox to anticipate and address customer needs, ensuring they remain on track to achieve their security and compliance goals.
• Enable customers to become self-sufficient Vanta advocates by guiding them through immediate challenges while setting them up for long-term success, value realisation, and retention.
• Utilise our CS platform, Catalyst, to track and prioritise customer health indicators across your book of business, making data-driven decisions to enhance customer outcomes.
• Develop a deep understanding of Vanta's platform and its applications, advising customers on how to optimise their use of our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP, Custom Frameworks), Trust Reports, and Risk Management solutions.
• Partner closely with your Scale CSA team to co-develop and execute plays that drive customer engagement, adoption, and retention across the entire Vanta customer base.
• Proactively identify at-risk accounts, provide detailed customer insights, and collaborate with Account Managers to uncover expansion opportunities.
• Coordinate with Support and Finance to efficiently resolve customer issues, ensuring a seamless and positive experience.
• Act as a customer advocate, channeling feedback and insights to the Product team and broader organisation to drive continuous improvement.

Success in this Role:

• Located in the London area and able to commute to our London office 3 days a week.
• 2+ years in Customer Success/ Product Support role within a SaaS company, with a strong background in managing a large and diverse book of business at scale.
• Demonstrated ability to work effectively as part of a collaborative team, driving outcomes that benefit both customers and the organisation.
• Thrive in a fast-paced, ever-changing environment, showing a bias for action and a willingness to iterate when necessary.
• Possess clear, thoughtful communication skills with strong critical thinking and problem-solving abilities.
• Highly empathetic with a proven track record of achieving high customer retention rates and creating satisfied, loyal customers.
• Experience in the security or compliance industry is preferred, though a passion for learning and growth in this area is essential.

What You Can Expect as a Vantan:

• Industry-competitive salary and equity
• 100% covered medical, dental, and vision benefits, including coverage for dependents
• 16 weeks of paid parental leave for all new parents (birthing, non-birthing, and adoptive)
• Health & wellness stipend
• Remote workspace stipend
• Pension matching
• 25 days of annual leave and unlimited sick time
• 8 company-paid holidays
• Virtual team-building activities, lunch and learns, and other company-wide events

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security.From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. 

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent.

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