Sr. Manager, Commercial Customer Success

Responsibilities

• Hire, mentor, and develop a team of expert Customer Success Managers while fostering customer centricity, high performance, and accountability.
• Influence the customer success methodology across implementation, adoption, customer value, and risk management.
• Define strategies and coach the team to achieve KPIs, including revenue retention and customer health.
• Drive portfolio prioritization, success planning, risk management, and expansion identification.
• Develop enablement programs that build expertise in Vanta’s products, the cybersecurity space, and Customer Success skills.
• Partner with revenue operations, product, marketing, sales, recruiting, and other cross-functional teams.
• Lead a team managing books of approximately 40–55 accounts.
• Contribute to transformational change in a fast-paced startup environment.

Requirements

• Proven high performance in Customer Success or Account Management, with the ability to mentor peers and transition into team leadership.
• Passion for team development, including defining onboarding and ongoing enablement programs that support career growth.
• Experience managing commercial customers with complex product requirements and multiple stakeholder levels.
• Track record of establishing executive relationships, navigating issues and escalations, and balancing customer and business needs.
• Strong critical-thinking and communication skills.
• History of making data-backed decisions using structured frameworks.
• Ability to lead teams effectively through change in a fast-paced environment.
• Curiosity about emerging technologies and enthusiasm for cybersecurity.
• Strong problem-solving skills and enthusiasm for making an early, significant impact at a startup.
• Willingness to use AI responsibly to improve efficiency and impact.

Compensation and Benefits

• Base salary: $198,000–$233,000.
• Equity.
• Comprehensive medical, dental, and vision coverage, with employee-only premiums covered for most medical plans.
• 16 weeks of paid parental leave.
• Health and wellness stipend.
• Remote workspace, internet, and cellphone stipends.
• Commuter benefits for team members reporting to the San Francisco and New York City offices.
• Family planning benefits.
• Matching 401(k) contribution with immediate vesting.
• Flexible PTO and 80 hours of sick time.
• 11 company-paid holidays.
• Virtual team-building activities, lunch-and-learns, and company-wide events.