• Manage strategic enterprise customers across onboarding, adoption, retention, renewals, and expansion • Lead implementation and change projects with multiple stakeholders • Consult customers on governance, meeting preparation, collaboration, and decision-making processes • Facilitate onboarding sessions, workshops, trainings, and enablement formats • Identify adoption risks and develop clear actions to increase usage and customer value • Build strong relationships with board offices, executive assistants, legal, governance, IT, and senior stakeholders • Share customer feedback and insights with Product, Tech, Sales, and Leadership • Improve CS processes, playbooks, and scalable enablement materials

• Unterstützung des Technical Success Managers im Tagesgeschäft • Pflege und Verwaltung administrativer Prozesse (Projekt-Zeiterfassung, Ticket System (Backend, Reporting)) • Unterstützung beim Zeiterfassungsmanagement und der Dokumentation • Vorbereitung, Nachverfolgung und Ablage von Unterlagen • Koordination und Pflege interner Übersichten, Listen und Datenbanken Azure DevOps • Unterstützung bei Terminorganisation und interner Kommunikation • Verfügbarkeit 15-20 h / pro Woche (nach Absprache)

• Own the Commercial CS strategy and vision: Define a clear vision, strategy, and success metrics for Commercial Customer Success, translating Vanta’s company goals into functional priorities and a concrete operating plan. • Build and scale Partner Customer Success: Design and grow how Vanta drives customer outcomes through our partner customer success program — working cross-functionally to establish the model, enablement, and shared metrics for a partner customer success motion that scales our impact. • Design an operating model that scales without losing the human touch: Apply process, automation, and AI to handle volume efficiently across the Commercial segment, while protecting and strengthening the one-to-one, customer-facing motion that still drives value here. Build the segmentation and playbooks that take low-value work off CSMs' plates so their time goes where relationships and outcomes are actually won. • Lead and develop leaders: Hire, coach, and develop a team of CS managers and CSMs. Set the talent bar, build succession depth, and raise overall team capability and judgment. • Drive results across retention, adoption, and expansion: Own the metrics that matter — gross and net retention, adoption, time-to-value, and expansion — and establish the operating cadence to manage them with urgency and transparency. • Lead cross-functionally: Partner with Sales, Account Management, Partnerships, Product, Support, Marketing, and Rev Ops to align on customer needs, remove blockers, and advocate for the Commercial and partner segments.

• Drive retention strategies as a vital lever for sustainable growth • Take full ownership of the reactivation and repurchase strategy • Lead the end-to-end execution of user-flows and campaign sendouts • Craft high-quality, on-brand copy and visual assets • Cultivate a rigorous A/B testing culture • Partner closely with the Product team to extend digital learning features into CRM touchpoints