• 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.

• Our CSM manages a portfolio of middle market healthcare food service accounts, which typically present a balance of operational and strategic needs. • Work with our Sales and Implementation team members to generate seamless handoffs between groups: Confirming and aligning business goals and expected outcomes. • Defining the strategy, key metrics and milestones via Client Success Plans. • Identify the key buyers, influencers and decision makers within our clients’ organization and understand their roles, workflows, and how each contribute to the organization's success. • Address any post-implementation changes uncovered through client consultation and discovery calls. • Develop adoption rollout strategy to lead clients through the adoption process and overall customer engagement throughout their life. • Lead change management initiatives to educate and coach clients on the why and what of these new workflows and initiatives. • Proactively inquire and address challenges they’re facing that’s preventing them from achieving their goals. • Identify opportunities for process improvement through client chairside and optimization sessions, led over web-based software or on-site with client. • Create and deliver Business Reviews (on-site and over the phone) in order to share the quantitative value our solutions are delivering to our clients, generating discussion w/ key stakeholders and decision makers about their progress and challenges.