Vanta
Customer Success Manager - APAC
To protect consumer data and restore trust in internet businesses
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Vanta
We started Vanta in 2016 as Equifax had lost every American's social security number, Home Depot had leaked its customers' credit card numbers to hackers, and Facebook admitted that it irresponsibly sent user data to third parties who tried to influence the US election. It was clear that security and privacy had become mainstream issues, and that we all increasingly relied on cloud services to store everything from our personal photos to our communications at work.
Vanta's mission is to be the layer of trust on top of these services, and to secure the internet, increase trust in software companies, and keep consumer data safe.
We do this by building an automated head of security for technology companies, and we use that system to both help a company secure itself and to prove their security to others.
If we succeed in our mission, it should feel irresponsible for users to put data into a product that isn't certified by Vanta, and irresponsible for companies to collect data without using Vanta to secure and monitor themselves.
About the role
Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As a Vanta Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy.
What you’ll do as a Customer Success Manager at Vanta:
- Guide our customers in our Startups segment through onboarding, implementation, product adoption, and value-driven success.
- Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content.
- Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
- Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention.
- Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
- Monitor and prioritize your book of business based on key indicators of customer health via Catalyst, our CS platform.
- Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines.
- Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution.
- Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform while leveraging cross-functional resources and specialized teams.
- Partner with your CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
- Liaise with Support and Finance to help quarterback resolutions for customer issues
- Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business
How to be successful in this role:
- Have 2+ years of experience in Customer Success at a SaaS company.
- Background in running a large book of business at scale
- Willingness to collaborate with others and drive mutually beneficial outcomes
- Self-motivated and curious: Bias for action and committed to iterating when necessary
- Work effectively in a highly ambiguous, ever-changing environment
- Possess clear and thoughtful communication skills, with strong critical thinking ability
- Be highly empathetic to customers, with a proven track record of long-term customer retention.
- Experience with hitting retention targets and creating happy, healthy customers
- Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up
- Experience working in the security or compliance industry is a bonus
What you can expect as a Vantan:
- Industry-competitive salary and equity
- Healthcare stipend towards health insurance for you and your dependents
- 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
- Health & wellness stipend
- Remote workspace stipend
- Commuter benefits for team members who attend the office
- Internet and cellphone stipend
- 9 company paid holidays
- 20 days of PTO per year
- Virtual team building activities, lunch and learns, and other company-wide events!
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 👍🏼
Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- 🤝
Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🤓
Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Our MO is to find, engage, and consult customers on the best compliance strategy for their business, and to showcase Vanta’s unique approach to automating different security standards.
We are excited to introduce a way to prove continuous security, without derailing business goals or budgets. It’s fun to be on sales calls and see the relief wash over a person’s face when they realize they don’t have to do this alone.