Public Sector Customer Success Manager

Responsibilities

• Manage high-touch SLED accounts serving as the primary client advocate and success owner.
• Drive cross-functional coordination across Product, Engineering, Security, and Legal teams to ensure successful onboarding, delivery, and implementation of Vanta.
• Serve as a trusted advisor to customers, aligning Vanta’s roadmap and security outcomes with mission needs, industry trends, and executive-level priorities.
• Partner with Public Sector Account Managers to co-build and execute multi-year account plans, ensuring adoption milestones, expansion paths, and business outcomes.
• Lead onsite and virtual Executive Business Reviews (EBRs) at both pre- and executive-levels.
• Proactively identify churn risks and mitigate while identifying expansion opportunities using data insights and customer health metrics.
• Act as a voice of the customer at scale, influencing Vanta’s product roadmap, GTM strategy, and support model.
• Travel at least once per month for onsite client visits, executive alignment, and strategic planning sessions.

Requirements

• 8+ years of customer success experience, including previous Public Sector CSM roles supporting large, complex organizations with IT modernization, delivery, and adoption.
• Proven success managing high-value SLED and enterprise accounts, leading to customer satisfaction, renewals, and account growth.
• Deep understanding of public sector procurement and compliance frameworks, including GovRAMP, NIST, CJIS, and related security and privacy requirements.
• Strong executive presence and communication skills, with experience engaging senior public officials, agency executives, and program leaders.
• Expertise in SaaS and GRC solutions, serving as a trusted advisor on risk management, industry best practices, and emerging regulatory trends.
• Ability to quantify and articulate business value through ROI analysis, performance metrics, and outcome-based reporting.
• Experience driving customer success through transformation and modernization initiatives, guiding public sector customers through the adoption of cloud and security technologies.
• Track record of cross-functional influence, partnering closely with Sales, Product, Engineering, Legal, and Compliance teams.
• Demonstrated ability to translate technical and regulatory concepts into actionable strategies for non-technical stakeholders.
• Strong analytical, strategic thinking, and storytelling skills, using data-driven insights.
• Experience advocating for the voice of public sector customers, influencing product roadmaps, and contributing to customer advisory boards or industry working groups.
• Open to using AI to amplify skills and strengthen work.
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

Nice-to-Haves

• Experience with AI tools to improve efficiency and impact.