Customer Value Strategist

6 days ago

Sydney, New South Wales, Australia beBeeSuccess Full time $70,000 - $150,000
Job Overview

We are seeking a Senior Customer Success Manager to drive customer value and retention.

This role involves guiding customers through their security and compliance journeys, leveraging Vanta's specialized solutions.

Key Responsibilities
  • Guide customers in the Upmarket segment through onboarding, implementation, product adoption, and success.
  • Work with Vanta customers across industries, functions, and stages of their customer journey strategically.
  • Proactively partner with Account Managers by identifying at-risk accounts, providing customer insights, and highlighting expansion opportunities.
  • Empower customers to become self-sufficient 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 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 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, leveraging cross-functional resources and specialized teams.
  • Partner with the CS team to co-create engagement plays to drive results across the Vanta customer base with impactful adoption and retention outcomes.
  • Liaise with Support to help resolve customer issues efficiently.
  • Serve as the voice of customers cross-functionally, providing feedback to the Product team and broader organization.
Requirements
  • 6+ years of experience in Customer Success at a SaaS company.
  • Background in running a strategic book of business.
  • Willingness to collaborate and drive mutually beneficial outcomes.
  • Self-motivation and curiosity: Bias for action and commitment to iterating when necessary.
  • Ability to work effectively in an ambiguous, ever-changing environment.
  • Clear and thoughtful communication skills, with strong critical thinking ability.
  • High empathy towards customers, with a proven track record of long-term retention.
  • Experience with hitting retention targets and creating happy, healthy customers.
  • Stellar problem-solving skills, with enthusiasm for making a large impact early on.
  • Experience working in the security or compliance industry is advantageous.
What You Can Expect
  • Industry-competitive salary and equity.
  • Healthcare stipend towards health insurance for you and your dependents.
  • 16 weeks paid parental leave for all new parents.
  • 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.

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