Customer Success Manager - Japan

The role

You will guide Growth segment customers through onboarding, implementation, product adoption, and value-driven success. You will manage a book of business to ensure customer retention and health using Vanta's security and compliance solutions.

What you will do

• Guide Growth segment customers through onboarding, implementation, product adoption, and value-driven success.
• Work with customers across industries, functions, and stages of their customer journey.
• Partner with Account Managers by flagging at-risk accounts and highlighting expansion opportunities.
• Empower customers to become self-sufficient Vanta champions.
• Monitor and prioritize book of business via Catalyst.
• Serve as the point of contact for customers to drive business outcomes.
• Become a product expert on Vanta's compliance offerings and Risk Management solution.
• Provide technical answers and recommend efficient ways to achieve compliance.
• Partner with the CS team to co-create plays for engagement, adoption, and retention.
• Liaise with Support to quarterback resolutions for customer issues.

Required qualifications

• 3+ 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.
• 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.
• Stellar problem-solving chops.
• Fluent in Japanese and English, with strong verbal and written communication skills in both.
• Use AI in day-to-day work to amplify skills and strengthen outcomes.

Nice to have

• Experience working in the security or compliance industry

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
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits for team members who attend the office
• 15 days of Annual Leave per year
• 9 company-paid holidays
• Virtual team building activities, lunch and learns, and other company-wide events!

About the company

Vanta helps businesses earn and prove trust by enabling companies to improve and prove their security. The company provides a Trust Management Platform to automate security monitoring for compliance standards.