Customer Success Manager, Strategic

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.