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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success within a SaaS environment, focusing on customer onboarding, retention, and value realization. Proficient in utilizing customer-health indicators and providing technical guidance on compliance solutions.
Highest-signal resume keywords
Customer Success ManagementSaaS ExperienceRetention Strategy DevelopmentCompliance KnowledgeCustomer Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingValue RealizationCustomer Health MonitoringTechnical Compliance SolutionsStrategic Book Management
Soft Skills
Clear CommunicationEmpathyProblem-SolvingCollaborationCritical Thinking
Tools & Technologies
CatalystVanta PlatformAI Utilization
Industry Keywords
ComplianceSecurityCustomer RetentionCustomer JourneyCustomer Insights
About the role
Key responsibilities & impact- Guide Upmarket customers through onboarding, implementation, product adoption, and value-driven success
- Work strategically with customers across industries, functions, and stages of their customer journey
- Partner with Account Managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
- Empower customers to become self-sufficient Vanta champions while focusing on long-term success, value realization, and retention
- Monitor and prioritize the book of business using customer-health indicators via Catalyst
- Serve as the customer point of contact and drive specific business outcomes on customer timelines
- Become a product expert on Vanta’s compliance offerings, Trust Reports, and Risk Management solution
- Provide technical answers and recommend efficient compliance approaches using Vanta’s platform and cross-functional resources
- Co-create customer-engagement plays with the CS team to drive adoption and retention
- Liaise with Support to quarterback resolutions for customer issues
- Provide customer feedback to the Product team and broader business
Requirements
What you’ll need- 6+ years of experience in Customer Success at a SaaS company
- 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
- Highly empathetic to customers, with a proven track record of long-term customer retention
- Experience with hitting retention targets and creating happy, healthy customers
- Strong problem-solving skills and enthusiasm for making a large impact early on at a start-up
- Experience working in the security or compliance industry is a bonus
- Use AI in day-to-day work to amplify skills and strengthen outcomes
- Ability to work three days per week in the Sydney office
- Legal authorization to work in Australia
Benefits
Comp & perks- 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, internet, and cellphone stipend
- Commuter benefits for team members who attend the office
- 20 days of Annual Leave per year
- 9 company-paid holidays
- Virtual team building activities, lunch and learns, and other company-wide events