Program Manager, Digital Customer Success

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. Vanta is looking for a Program Manager to build and scale digital-first customer experiences that accelerate onboarding, product activation, and ongoing adoption. You’ll turn customer insights, product usage data, automation, and AI into programs that help early-stage and mid-market customers realize value and support retention and growth. The team The Digital Success Programs team creates scalable, personalized customer experiences that extend the reach of Customer Success. The team partners across Customer Success, Product, Marketing, Education, Community, Data, and Operations to deliver measurable customer outcomes through digital engagement, education, automation, and community programs. The role As a Program Manager on the Digital Success Programs team, you’ll own programs across the customer lifecycle and help translate product priorities and customer needs into repeatable, measurable engagement. This is a hands-on role for someone who can combine program management, customer empathy, data fluency, and strong cross-functional execution. What you’ll do as a Program Manager at Vanta Own one or more digital customer success programs end to end, such as cohort onboarding and one-to-many activation programs that integrate education and community engagement. Design, build, and optimize personalized Customer.io playbooks across onboarding, activation, and adoption using customer attributes, product usage signals, and behavioral triggers. Partner with Customer Success, Product, Education, Marketing, and Community to tailor programs to customer segments, adoption milestones, and risk signals. Measure program performance against onboarding, activation, engagement, and time-to-value goals, and continuously improve program outcomes. Partner on activation strategy and own digital program execution for product launches and strategic adoption initiatives. Build activation experiences across email, in-app messaging, educational resources, community programming, and live learning. Identify opportunities for proactive intervention and deeper adoption using customer and product data. Define program-level success metrics and partner with Data on reporting that connects digital engagement to activation, adoption, and retention. Use AI tools such as Claude and ChatGPT to streamline workflows, develop content, analyze insights, and improve program efficiency. Build frontline awareness, buy-in, and enablement so partners can successfully adopt and support new programs. How to be successful in this role 5+ years of experience in customer-facing, lifecycle marketing, customer success, or program management roles, preferably in SaaS. Experience designing, launching, and optimizing scalable onboarding, product activation, and customer engagement programs, ideally within a digital-first or scaled Customer Success model. Strong understanding of the customer journey, product adoption, and retention levers, with experience using behavioral triggers and customer data to deliver targeted, personalized engagement. Ability to analyze product usage and engagement data, measure program effectiveness, and continuously optimize for impact. Strong project management skills, with a structured approach to defining goals, scope, milestones, and success metrics while independently driving cross-functional initiatives. Excellent communication, stakeholder management, and customer-facing content development skills. Proficiency with AI tools such as Claude or ChatGPT to improve workflows, accelerate execution, and drive operational efficiency. Experience with Salesforce, Snowflake, customer success platforms, or similar systems. Exposure to customer education, community engagement, or content strategy. Understanding of security, compliance, GRC, or trust management. Uses AI in day-to-day work to amplify their skills and strengthen their outcomes, applying it across routine workflows, actively building fluency through experimentation, and exercising sound judgment to ensure AI-assisted work meets a high quality bar. Must be authorized to work in the U.S. without the need for current or future employer sponsorship. 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