Customer Success Manager, Strategic

At Vanta, our mission is to help businesses earn and prove trust. As Vanta's Customer Success Manager, Strategic, you will serve as a trusted advisor to Vanta's largest and most complex customers—organizations with 10,000+ employees navigating sophisticated security and compliance landscapes. Unlike traditional CSM roles managing 20-30 accounts, you'll own a focused book of 5-10 strategic accounts, driving deep customer relationships, multi-quarter projects, and high-impact business outcomes.

Responsibilities

Serve as the primary trusted advisor for 5-10 of Vanta's most strategic customers, each with 10,000+ employees and highly complex organizational structures; Lead enterprise-scale implementations, configurations, and optimizations of Vanta's Trust Management Platform across multi-business-unit, multi-geography organizations; Build and maintain deep, multi-threaded executive relationships with CISOs, CIOs, Chief Compliance Officers, and other C-level stakeholders; Partner closely with Strategic Account Executives and Account Managers to identify expansion opportunities, develop account growth strategies, and execute on land and expand motions; Manage complex, multi-quarter projects that require coordination across customer teams, Vanta cross-functional partners, and external stakeholders; Provide expert guidance on security best practices and compliance standards (SOC 2, ISO 27001, HIPAA, GDPR, etc.) tailored to large enterprise environments; Drive strategic Executive Business Reviews (EBRs) and value realization conversations that align Vanta's capabilities with customer business outcomes and ROI; Act as the voice of strategic customers to Vanta's product development teams, synthesizing feedback and influencing product roadmap priorities; Proactively identify risks, develop mitigation strategies, and ensure long-term retention and customer advocacy; Collaborate with Solutions Engineering, GRC SMEs, Support, and Product teams to deliver world-class customer experiences

Requirements

10+ years of experience as a Customer Success Manager, Account Manager, or similar customer-facing role for a SaaS company; Proven track record managing strategic or key accounts, with experience supporting customers with 10,000+ employees; Experience managing a focused book of business (5-10 strategic accounts), not high-volume account management; Demonstrated expertise in land and expand motions, working collaboratively with sales teams to identify and execute on growth opportunities within existing accounts; Strong project management skills, with experience coordinating complex, multi-quarter initiatives across multiple stakeholders; Executive presence and ability to build trusted relationships with C-level stakeholders, including CISOs, CIOs, and Chief Compliance Officers; Experience handling complex onboarding, implementation, adoption, value realization, and renewal strategy for enterprise customers; Self-starter with the ability to work autonomously in ambiguous, fast-paced environments; Track record of being metrics and data-driven, with clear examples of driving customer health and business outcomes; Experience running strategic Executive Business Reviews (EBRs) and value realization conversations with executive stakeholders; Ability to navigate complex, multi-stakeholder organizations and align diverse groups around common goals; Strong problem-solving skills and a bias for action, with the ability to get creative and roll with ambiguity; 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.

Benefits

Industry-competitive salary and equity; Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans; 16 weeks 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 office; Family planning benefits; Matching 401(k) contribution with immediate vesting; Flexible PTO policy, plus 80 hours of Sick Time; 11 company-paid holidays; Virtual team building activities, lunch and learns, and other company-wide events; Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney