VP, Services & Success

Job description

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, Professional Services, Customer Success & 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 every level. - Proven operator of established Customer Success and/or Support organizations: experience taking over an existing team and driving measurable improvements in retention, efficiency, or quality. - Track record of owning services revenue, with experience scoping, pricing, and selling professional services engagements including SOWs, change orders, and renewals. - AI-forward mindset: you actively use AI tools to drive team productivity and delivery quality, and you've experimented with (or built) AI-enabled workflows in a services or customer-facing context. - Strong operator: you build processes, implement tools, and use data to drive decisions. - Executive presence with the ability to navigate complex enterprise customer relationships and serve as a credible partner to C-suite stakeholders. - Familiarity with compliance and security frameworks (SOC 2, ISO 27001, HIPAA, etc.) and the ability to translate them into customer-facing delivery strategies. - Familiarity with key platforms in the compliance and security ecosystem (AWS, Okta, Azure/EntraID, GCP, Jira, etc.). What you can expect as a Vanta’n: - Industry-competitive salary and equity - Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans - 16 weeks paid Parental Leave for all new parents - Health & wellness stipend - Remote workspace, internet, and cellphone stipend - Commuter benefits for team members who report to the SF and NYC office - Family planning benefits - Matching 401(k) contribution with immediate vesting - Flexible PTO policy, plus 80 hours of Sick Time - 11 company-paid holidays - Virtual team building activities, lunch and learns, and other company-wide events! - Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials. #LI-remote At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply. About Vanta We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent. Referral Instructions If you are being referred for the role, please contact that person to apply on your behalf.