Director, Commercial Customer Success

Role overview

Vanta’s purpose is to help organizations earn trust and demonstrate it continuously. The company believes security monitoring should be ongoing, not occasional, and it helps teams build stronger security practices while making proof of security easier to show.

As the Director of Commercial Customer Success, you will lead and grow the Commercial Customer Success organization, including the Partner Customer Success motion. You will shape the strategy, operating model, and standards that help commercial customers reach their goals and get long-term value from Vanta, while also creating a partner-led motion that expands Vanta’s reach and impact.

The Customer Success team exists to help customers achieve their goals, realize the full value of the product, and build durable relationships that support retention and long-term success. In this role, you will own that mission for the Commercial segment end to end by defining the functional direction, managing and developing leaders and CSMs, and improving retention, adoption, value realization, and expansion across the commercial book of business.

What you will do

• Set the vision, strategy, and success measures for Commercial Customer Success, and turn company objectives into practical team priorities and execution plans.
• Build and grow a partner-enabled customer success motion by working across teams to establish the operating model, enablement, and shared metrics needed to scale impact through partners.
• Create a scalable operating model that uses process, automation, and AI to handle volume efficiently while preserving the high-touch relationships that matter most in this segment.
• Develop segmentation, playbooks, and workflow improvements that remove lower-value tasks from CSMs so they can focus on customer outcomes and relationships.
• Recruit, coach, and grow a team of CS managers and CSMs, while strengthening succession depth and overall team judgment and performance.
• Own key business outcomes such as gross retention, net retention, adoption, time to value, and expansion, and run a clear operating rhythm to manage these metrics transparently and with urgency.
• Work closely with Sales, Account Management, Partnerships, Product, Support, Marketing, and Revenue Operations to address customer needs, eliminate blockers, and represent the needs of the Commercial and partner segments.

What success looks like

• A strong track record of leading Customer Success at scale, including direct management of managers and responsibility for retention and expansion results.
• Experience building efficient customer success motions for mid-market or commercial segments, combining scalable programs such as digital, one-to-many, pooled, or AI-assisted workflows with relationship-driven support.
• Prior experience in partner, channel, or ecosystem-based customer success is strongly preferred.
• The ability to define a functional strategy and create a CS operating system with segmentation, playbooks, and repeatable methods that work across teams.
• Strong use of data, frameworks, and sound judgment to make decisions and track performance against clear KPIs.
• Comfort operating in SaaS business models and understanding recurring-revenue economics.
• Proven ability to influence peers and collaborate across functions to support customer and company goals.
• Curiosity about AI and a willingness to use it thoughtfully to improve efficiency and impact.

Compensation and benefits

Vanta states that this role includes an industry-competitive salary and equity, though the specific base pay range is not listed in the provided description.

• Medical, dental, and vision insurance, with 100% of employee-only premiums covered for most medical plans
• 16 weeks of paid parental leave for all new parents
• Health and wellness stipend
• Stipend for home workspace, internet, and cellphone expenses
• Commuter benefits for employees who work from the San Francisco and New York City offices
• Family planning support
• 401(k) matching with immediate vesting
• Flexible paid time off plus 80 hours of sick time
• 11 company-paid holidays
• Virtual team-building, lunch-and-learn sessions, and other company-wide events
• Office locations in San Francisco, New York City, London, Dublin, Tel Aviv, and Sydney

Equal opportunity and hiring note

Vanta is committed to building a diverse and inclusive workplace and does not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran status, disability status, or any other protected characteristic. People from all backgrounds are encouraged to apply.

About the company

Founded in 2018 in response to major data breaches, Vanta set out to make security easier to monitor, prove, and maintain for fast-growing companies. The business began by automating security monitoring for compliance frameworks such as SOC 2, HIPAA, and ISO 27001 and has since grown into a leading trust management platform. Its focus remains on making security continuous and transparent so companies can earn and demonstrate trust in real time.

Referral note

If you were referred for this role, you should connect with the referring person so they can submit the application on your behalf.