VP, Success & Services

As the Vice President, Customer Success, Professional Services & Support at Vanta, you will lead our existing Customer Success and Support organizations and build Vanta’s Professional Services function from the ground up. You will refine and define the delivery model, team, service offerings, and standards that accelerate customer time-to-value across every segment we serve.

Responsibilities

Lead the Team: Take ownership of Vanta's existing Customer Success and Support organizations, assessing current state and driving continuous improvement in process, tooling, enablement, and team structure; Customers: Serve as the executive escalation point for complex and strategic customer engagements and support escalations; Own Delivery Execution: Own responsibility for net revenue retention and expansion targets for Customer Success and quality/efficiency metrics (SLAs, CSAT, resolution time) for Support; Implement the tools, dashboards, and QA processes to track and continuously improve metrics across services, retention, and support; Own delivery execution and quality for Professional Services engagements, scoping and staffing implementations to ensure on-time, high-quality delivery; Cross Functional Partnership: Collaborate closely with Sales, Solutions, and Channel & Alliances on seamless presales-to-post-sales handoffs; Build a partner enablement services program that helps Vanta's reseller, service partner, distributor, and auditor ecosystem grow their practices and deliver consistent outcomes at scale; Establish the Services Practice: Define and build Vanta's Professional Services function from the ground up including the delivery methodology, service offerings, and team structure, with scalable packages differentiated for high-touch enterprise and mid-market segments; Create a repeatable, measurable motion spanning onboarding, implementation, and enablement through ongoing adoption, renewal, and support, and design new service offerings tightly aligned with Vanta's product roadmap.

Requirements

10+ years in SaaS Professional Services, Customer Success, and/or Support, with 5+ years in a senior leadership role at a high-growth software and/or AI company; Proven builder: you've hired, structured, and developed a Professional Services or consulting organization from scratch and know what great looks like at every level; Proven operator of established Customer Success and/or Support organizations: experience taking over an existing team and driving measurable improvements in retention, efficiency, or quality; Track record of owning services revenue, with experience scoping, pricing, and selling professional services engagements including SOWs, change orders, and renewals; AI-forward mindset: you actively use AI tools to drive team productivity and delivery quality, and you've experimented with (or built) AI-enabled workflows in a services or customer-facing context; Strong operator: you build processes, implement tools, and use data to drive decisions; Executive presence with the ability to navigate complex enterprise customer relationships and serve as a credible partner to C-suite stakeholders; Familiarity with compliance and security frameworks (SOC 2, ISO 27001, HIPAA, etc.) and the ability to translate them into customer-facing delivery strategies; Familiarity with key platforms in the compliance and security ecosystem (AWS, Okta, Azure/EntraID, GCP, Jira, etc.)

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