Customer Success Manager, Growth – Bilingual

What you’ll do

• Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content in both Spanish and English language
• Empower customers to become self-sufficient Vanta champions, solving their immediate needs while focusing on their long-term success, value realization, and retention
• 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 Growth CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results
• Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
• 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
• Business-level fluency in Spanish and English — written and spoken
• 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
• Excellent communication and critical thinking skills in both Spanish and English, with comfort building relationships and presenting across industries
• Work effectively in a highly ambiguous, ever-changing environment
• Experience working in the security or compliance industry is preferred
• 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
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship
• 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

What you can expect

• 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!