Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
About the role
- Customer Success Manager driving success for large enterprise clients in security solutions. Focused on executive alignment and measurable outcomes in complex environments.
Responsibilities
- Own post-sales success for a portfolio of Strategic accounts (10,000+ employees), managing complex, global customer environments.
- Lead executive-level engagement, including C-suite alignment, executive business reviews, and multi-year roadmap planning.
- Develop and execute comprehensive account success plans tied to measurable business outcomes and customer security objectives.
- Drive large-scale onboarding and enterprise-wide adoption across multiple business units and geographies.
- Partner closely with Account Executives to identify and drive expansion opportunities across compliance frameworks, Trust Reports, Risk Management, and additional Vanta solutions.
- Serve as a trusted GRC advisor, guiding customers through complex regulatory environments such as SOC 2, ISO 27001, ISO 42001, GDPR, HIPAA, and custom frameworks.
- Provide strategic guidance on scaling security programs, operationalizing continuous compliance, and maturing risk management processes.
- Navigate and influence complex stakeholder ecosystems including security, IT, legal, procurement, and executive leadership.
- Act as the voice of the customer, influencing product strategy and cross-functional priorities to improve enterprise readiness and customer outcomes.
- Proactively manage risk across accounts, including renewal forecasting, stakeholder changes, organisational shifts, and evolving compliance landscapes.
- Lead cross-functional initiatives with Product, Engineering, Support, and Sales to resolve sophisticated customer challenges.
Requirements
- 8+ years of Customer Success experience in a SaaS environment, with at least 3+ years managing large enterprise or strategic accounts.
- Strong GRC domain expertise, with hands-on experience in security compliance frameworks such as SOC 2, ISO 27001, HIPAA, GDPR, ISO 42001, or similar.
- Proven experience engaging and influencing C-level executives in complex, global organisations.
- Demonstrated success driving retention and expansion within large, multi-threaded accounts.
- Experience leading executive business reviews, building multi-year strategic plans, and delivering measurable business outcomes.
- Ability to manage ambiguity and operate effectively in highly matrixed customer organisations.
- Strong commercial acumen with experience partnering on large renewals and expansion motions.
- Exceptional communication skills, with the ability to translate technical security concepts into executive-level business value.
- Strong analytical and problem-solving skills, with the ability to identify risk and drive proactive account strategies.
- High level of ownership, accountability, and ability to influence without authority.
- Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.
Benefits
- Industry-competitive salary and equity
- 100% covered medical, dental, and vision benefits with dependents coverage
- 16 weeks paid Parental Leave for all new parents
- Health & wellness stipend
- Remote workspace, internet, and mobile phone stipend
- Commuter benefits for team members who attend the office
- Pension matching
- 25 days of Annual Leave per year and unlimited sick time
- 8 company-paid holidays
- Virtual team building activities, lunch and learns, and other company-wide events!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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