Vanta is hiring a Customer Success Manager for Japan. In this role, you will guide customers through their security and compliance journeys with Vanta's specialized solutions. You will be the voice of Vanta, responsible for helping customers move toward their goals and ensuring they are successful and happy.
What You'll Do
- Guide customers in the Growth 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 strategic manner.
- 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 immediate needs while focusing on 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's platform, including compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution.
- Provide insightful technical answers and recommend efficient ways for customers to achieve compliance using our platform.
- Partner with your CS team to co-create plays to drive engagement across the Vanta customer base.
- Liaise with Support 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.
What We're Looking For
- 4+ years of experience in Customer Success at a SaaS company.
- Background in running a book of business of ~150-170 accounts.
- Background in running a strategic book of business.
- Willingness to collaborate with others and drive mutually beneficial outcomes.
- Self-motivated and curious with a bias for action and commitment to iterating when necessary.
- Ability to work effectively in a highly ambiguous, ever-changing environment.
- Clear and thoughtful communication skills, with strong critical thinking ability.
- High empathy for customers, with a proven track record of long-term customer retention.
- Experience with hitting retention targets and creating happy, healthy customers.
- Stellar problem-solving skills, and an enthusiasm for making a large impact early on at a start-up.
- Fluent in Japanese and English, with strong verbal and written communication skills in both.
Nice to Have
- Experience working in the security or compliance industry is a bonus.
Technical Stack
- Catalyst (CS platform)
Benefits & Compensation
- 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
Work Mode
This is a hybrid position based in Sydney.
At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.
