VP, Success & Services

Before you apply

Job source

Ats

Applying on

jobs.ashbyhq.com

Workplace

Fully remote

US state

Nationwide remote

Category

Customer Service

Link last checked

3 hours ago

Posted

5 months ago

Closes

No stated closing date

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About the role

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As the Vice President, Customer Success, Professional Services & Support at Vanta, you will lead our existing Customer Success and Support organizations and build Vanta’s Professional Services function from the ground up. You will refine and define the delivery model, team, service offerings, and standards that accelerate customer time-to-value across every segment we serve. Vanta's mission is to help businesses earn and prove trust. We help companies automate compliance, security, and risk management so they can move fast without sacrificing trust. Our GTM organization is at the center of that mission, bringing Vanta's agentic trust platform to companies at every stage of growth, from early stage startups to global enterprises. Professional Services, Customer Success, and Support together form a strategic, high-leverage function within Vanta's GTM org. This VP will own the end-to-end delivery of implementation and consultative engagements that drive measurable outcomes for our customers, as well as ongoing account health, retention, and support across the customer lifecycle. This function will be a key driver of onboarding quality and long-term retention. You will own the combined Professional Services, Customer Success, and Support P&L, retention, support quality metrics, and services margin. Working in close partnership with our Channel & Alliances team, you will also help equip and enable Vanta's partner ecosystem, acting as a bridge between Vanta's delivery standards and partner-led engagements to drive mutual customer success. What you'll do as a Vice President, Professional Services, Customer Success & Support at Vanta: - Lead the Team - Take ownership of Vanta's existing Customer Success and Support organizations, assessing current state and driving continuous improvement in process, tooling, enablement, and team structure. - Customers - Serve as the executive escalation point for complex and strategic customer engagements and support escalations. - Own Delivery Execution - Own responsibility for net revenue retention and expansion targets for Customer Success and quality/efficiency metrics (SLAs, CSAT, resolution time) for Support. - Implement the tools, dashboards, and QA processes to track and continuously improve metrics across services, retention, and support. - Own delivery execution and quality for Professional Services engagements, scoping and staffing implementations to ensure on-time, high-quality delivery. - Cross Functional Partnership - Collaborate closely with Sales, Solutions, and Channel & Alliances on seamless presales-to-post-sales handoffs. - Build a partner enablement services program that helps Vanta's reseller, service partner, distributor, and auditor ecosystem grow their practices and deliver consistent outcomes at scale. - Establish the Services Practice - Define and build Vanta's Professional Services function from the ground up including the delivery methodology, service offerings, and team structure, with scalable packages differentiated for high-touch enterprise and mid-market segments. - Create a repeatable, measurable motion spanning onboarding, implementation, and enablement through ongoing adoption, renewal, and support, and design new service offerings tightly aligned with Vanta's product roadmap. How to be successful in this role: - 10+ years in SaaS Professional Services, Customer Success, and/or Support, with 5+ years in a senior leadership role at a high-growth software and/or AI company. - Proven builder: you've hired, structured, and developed a Professional Services or consulting organization from scratch and know what great looks like at e

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