• Manage a portfolio of 20–25 customers across onboarding, adoption, renewal, and expansion • Understand customer goals and workflows to drive outcomes and long-term value • Serve as a trusted advisor on QA and automated testing best practices • Create and execute success plans that clearly link product usage to business impact • Build and maintain alignment with technical and executive stakeholders • Identify risks early, handle objections, and manage escalations with clarity and urgency • Collaborate with sales, product, and engineering to share feedback and improve the customer experience • Own forecasting, renewals, and expansion opportunities across your accounts • Deliver against targets for Net and Gross Dollar Retention (NDR/GDR)

• guide Mid Market Teams and Business customers through established best practices • act as the customer champion and advocate • increase awareness of customer needs and priorities • support customers in seeing the value of their investment with 1Password • drive towards their adoption goals through proactive and reactive customer engagement • Follows defined outreach and follow-up communication processes • synthesize and log findings from customer discussions

• Manage a high-volume portfolio by leveraging one-to-many communication strategies and CRM/CS tools • Monitor churn risk through behavioral signals and health scores • Identify usage-based expansion opportunities and MQLs • Guide customers toward self-service or live event resources while triaging critical issues • Drive feature adoption at scale by launching automated onboarding journeys • Cultivate digital-first relationships through community engagement, newsletters, and events • Collaborate with CS Ops to optimize systems, playbooks, and reporting • Partner with Product, Marketing, and CS Ops to align campaign messaging • Maintain accurate data in Gainsight and CRM platforms to track scaled CS KPIs

• Own the post-sales relationship for indirect customers, supporting a book of business sold through Vanta’s reseller and partner channels. • Drive product adoption, value realization, and long-term retention through partner-delivered implementations and enablement. • Act as the strategic liaison between Vanta’s Customer Success and Partner teams—ensuring alignment, accountability, and consistent customer experience. • Collaborate with Partner Managers to develop shared success plans for key accounts. • Build and iterate on internal processes, documentation, and engagement models that support partner-driven CSM motions at scale. • Identify and surface gaps in the post-sales partner experience and help shape what world-class Partner Success looks like at Vanta. • Influence the roadmap and product experience by advocating for partner-specific customer needs. • Deliver insights, reporting, and feedback loops to drive performance and outcomes across your book of business.