• Lead all post-sales activities for Vanta’s upmarket customers through onboarding, implementation, product expertise, renewal and identify upsell opportunities. • Carry a BoB of ~50 customers ranging 401 to 2000 employee accounts. • Partner with Account Managers to drive renewal and expansion opportunities within your book of business. • Act as the voice of the customer within Vanta. • 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 and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution. • Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform. • Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. • Influence Vanta’s strategy and product priorities to drive adoption and retention by being the voice of the customer. • Work cross-functionally to resolve customer business issues and work toward mutual goals.

• Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings • Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows • Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers) • Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders • Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion • Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer • Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research • Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc

• Own end-to-end customer support for live, customer-facing websites and web applications • Handle L2/L3 escalations related to WordPress websites, front-end issues, and web application functionality • Troubleshoot issues such as website errors, broken pages, form issues, plugin conflicts, UI/layout problems, and browser compatibility issues • Use working knowledge of HTML, CSS, and JavaScript to analyse and identify root causes of issues • Manage incoming support tickets, define priorities, and ensure strict adherence to SLAs • Analyse reported issues to determine whether they are user errors, configuration issues, bugs, or enhancement requests before routing to development teams • Act as the main point of contact for key international clients, providing clear, confident, and professional communication • Coordinate with developers, QA, and project teams to explain issues clearly and ensure timely fixes and smooth deployments • Validate and test fixes on staging or production environments before confirming resolution with clients • Guide, mentor, and review the work of junior support engineers to maintain consistent service quality • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles • Identify recurring issues in customer-facing websites and suggest process or product improvements • Monitor support KPIs such as ticket volume, resolution time, SLA compliance, and escalation trends • Prepare and share regular support performance reports and insights with management • Use remote support tools such as AnyDesk or TeamViewer when required • Ensure high levels of customer satisfaction through proactive communication and effective issue resolution

• Engage in recruiting efforts to attract and enroll qualified undergraduate and graduate students • Advise and guide students regarding career and program interests, ensuring alignment with their academic and professional goals • Manage all aspects of onboarding for enrolled students, providing financial guidance related to funding their education from enrollment through graduation • Offer personalized advice and support, nurturing relationships, aligning degree outcomes with career goals • Collaborate with academic and admissions departments along with faculty to ensure program alignment and student success