• 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.

• Conduct in-depth needs analysis with law firm clients to understand their specific challenges and objectives • Develop customized solutions and workflows that address the unique needs of each client • Collaborate with internal teams to ensure seamless client onboarding, lead training sessions, and support successful implementation of customized solutions. • Serve as the primary point of contact for clients, providing ongoing support and guidance throughout the engagement • Monitor client usage and engagement, identifying opportunities for upselling and cross-selling by partnering with POD teammates to identify and drive revenue growth • Work closely with your pod (AE and SDR) to ensure alignment on client priorities and account strategies • Act as a liaison between clients and our product and engineering teams to provide feedback and drive product improvements • Build and maintain strong relationships with clients, establishing yourself as a trusted advisor and advocate for their needs • Track and report on client success metrics, including customer satisfaction, retention, and revenue growth • Develop strategic account plans to drive long-term client success and identify growth opportunities • Handle client escalations and concerns, negotiating timelines, scope, and expectations as needed

Role: At ACQ, technology should accelerate our people, not slow them down. Reporting to the IT Systems Manager, the CRM Specialist ensures HubSpot is configured, governed, optimized, and supported in a way that removes friction for end users and reinforces operational excellence across the business. This role owns HubSpot support and administration end to end, managing ticket request intake, identifying root causes, and implementing durable solutions. This role exists because HubSpot sits at the center of a rapidly evolving ecosystem. We recently launched an internal platform with an integrated payments module that connects deeply with HubSpot and currently drives a high volume of ticket requests across Sales, Marketing, and Operations. The HubSpot Support Specialist plays a critical role in stabilizing this environment by supporting teams day to day while partnering with stakeholders to improve system reliability, reduce friction, and steadily lower ticket volume through better design, automation, and documentation. Responsibilities: - Provide HubSpot support and administration end to end, including user management, permissions, objects, pipelines, workflows, reporting, and overall system configuration. - Serve as the primary point of contact for a high volume of HubSpot ticket requests, managing intake, prioritization, and resolution based on impact and defined SLAs. - Identify recurring issues and root causes across HubSpot, integrations, and internal systems, and implement durable solutions that reduce ticket volume over time. - Maintain strong data hygiene and governance to ensure HubSpot remains a trusted source of truth for reporting and decision-making. - Partner with Sales, Marketing, Operations, Product, and Engineering to support and stabilize HubSpot integrations, including an internal platform with an integrated payments module. - Create and maintain documentation, SOPs, and training materials that improve consistency, enable self-service, and reduce ongoing support burden. Requirements: - 2+ years of hands-on experience administering HubSpot or a comparable CRM in a production environment, with end-to-end ownership of configuration and support. - Experience supporting high-volume CRM environments, including managing intake, prioritization, and resolution through a ticketing system or structured request process. - Strong technical understanding of HubSpot configuration and automation, including users, permissions, objects, workflows, reporting, and data governance. - Experience supporting and troubleshooting CRM integrations with third-party SaaS tools and internally developed systems. - Ability to partner effectively with Sales, Marketing, Operations, Product, and Engineering to translate business needs into scalable system solutions. - Excellent communication, organization, and prioritization skills, paired with a growth mindset and focus on long-term system improvement. Results: - HubSpot tickets are triaged, prioritized, and resolved efficiently, with clear ownership and consistent adherence to defined SLAs. - Recurring HubSpot and integration issues are identified, documented, and eliminated over time, resulting in a sustained reduction in ticket volume. - Data across contacts, companies, deals, and custom objects remains clean, consistent, and reliable, supporting accurate reporting and downstream systems. - Workflows, automations, and system configurations function predictably, reducing manual work and operational friction for Sales, Marketing, and Operations. - HubSpot onboarding, access changes, and offboarding are executed accurately and on time, with minimal disruption to users. Location: - Remote, USA - Must be willing to travel 4-6 times per year to Las Vegas, NV - Standard working hours are Monday through Friday, 9:00 AM – 6:00 PM PST, with periodic workshops or special events. Occasional after-hours support may be required for urgent issues. Compensation: - $60,000 - $75,000 annually - The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below). Benefits: We offer a comprehensive, evolving benefits package designed to support your health, family, and wellbeing. Some key offerings: - Flexible Unlimited Paid Time Off and Company-wide Holidays - Employer sponsored Medical, Dental, & Vision plans - $1,950 annual Employer HSA contribution - FSA options including dependent care - Employee assistance program and mental health resources - Employer match program for 401(k), eligible for both Traditional and Roth accounts - $1,200 annual wellness reimbursement through JOON that supports health, family care, pet care, fitness, and more! - For local or visiting team members, enjoy access to a state of the art gym at our HQ in Las Vegas * Benefits eligibility applies only to full-time roles. ACQ Core Values: Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. Competitive Greatness Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns. Sincere Candor Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally. Unimpeachable Character Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.