Hybrid Manager, Customer Success – EMEA

at Vanta

• Job title: Manager, Customer Success – EMEA
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cyber Security
• Location requirements: Hybrid, London, United Kingdom

About the role

• Manage a team of Customer Success Managers to drive onboarding, adoption, and retention at Vanta. Collaborate cross-functionally to execute growth strategies for the company's customer base.

Responsibilities

• Hire, mentor and develop a team of expert CSMs and a culture of customer centricity, high performance and accountability
• Influence strategy and design of the customer success methodology, including implementation, adoption, customer value and risk management
• Define strategies and coach your team to achieve KPIs, including revenue retention and customer health
• Through coaching your team, drive adoption of effective portfolio prioritisation, success planning, risk management and expansion identification.
• Develop enablement programs that ensure your team members are experts in Vanta’s products, our space and CSM skills
• Partner closely with cross-functional teams, including revenue operations, product, marketing, sales, recruiting and more
• Thrive in a fast-paced startup environment and contribute to transformational change

Requirements

• 5+ years of experience leading customer-facing teams, preferably in Customer Success or Account Management
• A passion for team development, including the ability to define onboarding and ongoing enablement programs that result in career growth for your team
• Experience managing customers at scale with complex product requirements and multiple levels of stakeholders
• A proven track record of establishing executive-level relationships, navigating issues and escalations and balancing the needs of both the customer and the business
• Strong critical thinking and clear communication skills
• Demonstrate a history of making decisions using frameworks and backed by data
• Thrive in a fast-paced environment and can effectively lead teams through change
• Have a deep curiosity about emerging technologies and an enthusiasm for cybersecurity
• A natural affinity for problem-solving, and an enthusiasm for making a large impact early on at a start-up
• 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

Benefits

• 100% covered medical, dental, and vision benefits with dependents coverage
• 16 weeks paid Parental Leave for all new parents Health & wellness stipend
• Remote workspace, internet, and mobile phone stipend
• Commuter benefits for team members who attend the office
• Pension matching
• 25 days of Annual Leave per year and unlimited sick time
• 8 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!