Customer Success Manager
Heidi Health
Customer Success Manager – Startups
Vanta
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • 🇦🇺 Australia
Visit company websiteJob Level
JuniorMid-Level
About the role
- Guide our customers in our Startups segment through onboarding, implementation, product adoption, and value-driven success.
- Work with Vanta customers across industries, functions, and stages of their customer journey in a 1:1 manner while also leveraging 1:many content.
- Proactively partner with Account managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
- 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 CS team to co-create plays to drive engagement across the Vanta customer base with impactful adoption and retention results.
- 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
Requirements
- Have 2+ years of experience in Customer Success at a SaaS company.
- 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
- Work effectively in a highly ambiguous, ever-changing environment
- 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
- Experience working in the security or compliance industry is a bonus
Benefits
- Industry-competitive salary and equity
- Healthcare stipend towards health insurance for you and your dependents
- 16 weeks paid parental leave for all new parents (birthing, non-birthing, and adoptive)
- Health & wellness stipend
- Remote workspace stipend
- Commuter benefits for team members who attend the office
- Internet and cellphone stipend
- 9 company paid holidays
- 20 days of PTO per year
- Virtual team building activities, lunch and learns, and other company-wide events!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successSaaScompliancerisk managementtechnical supportproblem-solvingcustomer retentiondata analysisonboardingimplementation
Soft skills
communicationempathycollaborationself-motivationcuriositycritical thinkingadaptabilityproactivityrelationship buildingengagement
Certifications
SOC 2ISO 27001GDPRHIPAAUSDP
