Hybrid Manager, Customer Success – Upmarket

at Vanta

• Job title: Manager, Customer Success – Upmarket
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security
• Location requirements: Hybrid, Sydney, Australia

About the role

• Manager of Customer Success leading a team for upmarket clients at Vanta. Focused on customer onboarding, utilization, and retention in a fast-paced environment.

Responsibilities

• Hire, mentor, and develop a team of Upmarket CSMs while fostering a culture of accountability, customer value, and continuous improvement.
• Drive consistent execution across onboarding, adoption, risk management, success planning, and renewal influence.
• Inspect team and segment performance using data; coach CSMs on prioritization and leading indicators of customer health.
• Build repeatable processes that scale—reducing ambiguity and increasing velocity across the customer lifecycle.
• Strengthen multi-threaded customer relationships and support executive-level conversations and escalations.
• Partner cross-functionally to align on strategy, remove blockers, and amplify customer feedback.
• Promote GRC fluency and ensure the team connects Vanta’s capabilities to measurable customer outcomes.
• Lead through change with resilience, steady judgment, and a bias for action.

Requirements

• 6+ years in Customer Success, Account Management, or a related customer-facing SaaS role.
• 3+ years leading teams (direct people management)
• Experience managing upmarket customers with multiple stakeholders and complex technical or operational requirements.
• Strategic Ownership: You identify the right problems, design solutions, and drive outcomes without waiting for escalation.
• Data Literacy & Business Acumen: You use metrics to diagnose, prioritize, and influence decisions—then coach others to do the same.
• Demonstrated learning agility: You quickly absorb new domains and guide your team through ambiguity with clarity.
• Leadership Judgment: You make sound, principled decisions under ambiguity and communicate them clearly.
• Communication & Influence: You create clarity, alignment, and momentum across teams and with customer executives.
• Resilience & Iteration Speed: You stay steady under pressure, model adaptive problem-solving, and help your team quickly move from learning to action.
• Strong critical thinking; able to move seamlessly between strategy and execution.
• High EQ and excellent coaching instincts.
• Comfortable navigating ambiguity and driving clarity for others.
• A natural builder who enjoys scaling processes, programs, and teams.
• Curiosity about cybersecurity and emerging technologies.

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!