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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 a SLED Customer Success Manager (CSM), Public Sector at Vanta you will help manage our most complex, high-valued State Government, Local Government, and Education (SLED) accounts. You will act as a trusted advisor, driving value realization, retention, and growth through strategic planning, executive alignment, and cross-functional collaboration. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. Vanta for Government is Vanta’s AI-powered platform that helps government agencies and vendors protect mission data, manage risk, streamline compliance, and build trust – faster and with less manual work. Vanta’s public sector efforts are growing quickly and this is an exciting opportunity to join a new team dedicated explicitly to public sector sales and customer success. We are looking for a passionate, results-oriented, and collaborative CSM who has a proven track-record of managing high-value public sector accounts, leading to customer satisfaction, renewals, and expansion. What you’ll do as SLED Customer Success Manager, Public Sector: - Manage high-touch, SLED accounts serving as the primary client advocate and success owner. - Drive cross-functional coordination across multiple teams – including Product, Engineering, Security, and Legal – to ensure the successful onboarding, delivery, and implementation of Vanta at key accounts. - Serve as a trusted advisor to customers, aligning Vanta’s roadmap and security outcomes with mission needs, industry trends, and executive-level priorities. - Partner with Public Sector Account Managers to co-build and execute multi-year account plans, ensuring adoption milestones, expansion paths, and business outcomes are clearly defined and delivering values. - Lead onsite and virtual Executive Business Reviews (EBRs) at both pre- and executive-levels to reinforce value delivery and strategic alignment. - Proactively identify churn risks and successfully mitigate while identifying expansion opportunities using data insights and customer health metrics. - Act as a voice of the customer at scale, influencing Vanta’s product roadmap, GTM strategy, and support model to better serve public sector enterprises. - Travel at least once per month for onsite client visits, executive alignment, and strategic planning sessions. How to be successful in this role: - 8+ years of customer success experience, including previous Public Sector CSM roles supporting large, complex organizations with IT modernization, delivery, and adoption. - Proven success managing high-value SLED and enterprise accounts, leading to customer satisfaction, renewals, and account growth. - Deep understanding of public sector procurement and compliance frameworks, including GovRAMP, NIST, CJIS, and related security and privacy requirements. - Strong executive presence and communication skills, with experience engaging senior public officials, agency executives, and program leaders to align security, technology, and mission goals. - Expertise in SaaS and GRC solutions, serving as a trusted advisor on risk management, industry best practices, and emerging regulatory trends. - Ability to quantify and articulate business value through ROI analysis, performance metrics, and outcome-based reporting that aligns with mission and compliance objectives. - Experience driving customer success through transformation and modernization initiatives, guiding public sector customers through the adoption of cloud and security technologies to achieve measurable impact. - Track record of cross-functional influence, partnering closely with Sales, Product, Engineering, Legal, and Compliance teams to deliver tailored success plans and drive customer expansion. - Demonstrated ability to translate technical and regulatory concepts into actionable strategies for non-technical stakeholders. - Strong analytical, strategic thinking, and storytelling skills, using data-driven insights to proactively identify risks and opportunities for growth. - Experience advocating for the voice of public sector customers, influencing product roadmaps, and contributing to customer advisory boards or industry working groups. - 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. - 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 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.

Listed by Vanta for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

64 days ago

VP, Customer Success

Zus Health · United States

Pay

$200k–240k

Setting

Remote

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VP, Customer Success United StatesCommercial – Customer Success /Full-Time /Hybrid APPLY FOR THIS JOB Who we are Zus is a shared health data platform designed to accelerate healthcare data interoperability by providing easy-to-use patient data via API, embedded components, and direct EHR integrations. Founded in 2021 by Jonathan Bush, co-founder and former CEO of athenahealth, Zus partners with HIEs and other data networks to aggregate patient clinical history and then translates that history into user-friendly information at the point of care. Zus's mission is to catalyze healthcare's greatest inventors by maximizing the value of patient insights - so that they can build up, not around. We are looking for a hands-on and knowledgeable healthtech leader that is eager to jump into and build a Customer Success function at a growing healthcare data platform startup. As VP of Customer Success at Zus, you will be responsible for leading and optimizing the Customer Success function, with a primary focus on enterprise Value-based Care customers. The successful candidate will drive customer satisfaction, retention, and growth by implementing effective strategies, processes, and metrics. This person will partner with all parts of the organization to ensure our customers are highly engaged and growing their usage of the Zus Aggregated Profile. This role will report to the COO (Chief Operating Officer) and will build and lead a team as Zus grows. We're a remote first company and this person should be comfortable in a hybrid setup where they are either coming into our Boston office or traveling in on a regular basis. As part of our early team, you will be asked to: Develop and execute a comprehensive customer success process and strategy aligned with company objectives Build and nurture strong relationships with key enterprise customers, ensuring their needs are met and exceeded Define and track key metrics and Key Performance Indicators (KPIs) to measure the success of customer engagement, satisfaction, and retention. Collaborate with cross-functional teams, particularly sales, to align with overall company Objectives and Key Results (OKRs), contributing to the achievement of broader organizational goals Develop and enhance customer success processes to ensure efficiency, scalability, and a seamless customer experience Collaborate with other Zus teams to identify opportunities for upselling, cross-selling, and expanding key accounts while owning customer growth metrics Own the overall Zus revenue number and ensure steady growth, not just by the addition of new customers but by the continued growth of existing customer usage of Zus Stay abreast of industry trends, competitive landscapes, and emerging technologies to inform how we serve our customers Cultivate customer advocates by identifying success stories, testimonials, and references to showcase Zus Health's impact on their organizations Perform other tasks as assigned You're a good fit for this because you have: Proven experience in a senior-level Customer Success leadership role, preferably leading teams Proven experience in an account management or customer success function within a healthcare technology setting, with a focus on value-based care companies Demonstrated success in managing enterprise-level customer relationships and growing key accounts Track record of implementing and optimizing customer success processes Analytical mindset with the ability to derive insights from customer data Strong understanding of healthcare industry dynamics, regulations, and market trends Ability to hit and exceed targets in a fast-paced environment Exceptional communication, leadership and collaboration skills Passion for improving healthcare in the US Bachelor’s degree in Marketing, Business, or a related field; MBA is a plus Ability to travel ~25% of the time to team meetings, client visits and industry conferences $200,000 - $240,000 a year We will offer you… • Competitive compensation that reflects the value you bring to the team a combination of cash and equity • Robust benefits that include health insurance, wellness benefits, 401k with a match, unlimited PTO • Opportunity to work alongside a passionate team that is determined to help change the world (and have fun doing it) Please Note: Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current healthcare system with their unique experiences. We do not conduct interviews by text nor will we send you a job offer unless you've interviewed with multiple people, including the Director of People & Talent, over video interviews. Job scams do exist so please be careful with your personal information. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. APPLY FOR THIS JOB Zus Health Home Page Jobs powered by

Listed by Zus Health for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

64 days ago

Principal Customer Success Manager

Backstory · Remote

Pay

Not listed

Setting

Remote

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Principal Customer Success Manager RemoteCustomer Success /Full-Time /Remote APPLY FOR THIS JOB About Backstory Backstory (formerly People.ai) is the leading AI answers platform for sales teams. With more than a decade of training AI models on billions of sales interactions, Backstory enables modern sales teams to ask questions and get the right answer in the moment directly within their existing AI workflows. Sales leaders from companies like Red Hat, Five9, Palo Alto Networks, Iron Mountain, TransUnion, Randstad and others rely on Backstory to get trusted answers wrapped in real business context helping them orchestrate deals more effectively and drive revenue. By connecting every signal to the right accounts and opportunities, Backstory shows teams exactly what is happening and what to do next. Customers across industries including enterprise, cybersecurity, data and analytics, and defense use Backstory to drive trillions in pipeline and revenue. Recognized by Gartner and Forrester, the Inc. 5000, Y Combinator Top Companies, and the Forbes AI 50, Backstory is based in San Francisco and backed by ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures and Mubadala Capital. The Role As a Principal Customer Success Manager, you will act as a trusted advisor to Sales, Marketing, and Operations leaders within our enterprise customers, helping them maximize their investment in Backstory and achieve measurable business outcomes. You have an interest and passion for revenue technology and supporting sales operations. You will manage a $5M+ book of business across accounts, ensuring high customer retention, expansion, and advocacy. Responsibilities Build and execute strategic success plans with clear business objectives and ROI metrics. Own the customer lifecycle—from onboarding to adoption, renewals, and growth. Identify key adoption milestones and ensure seamless integration into customer workflows.Use data-driven insights to align Backstory's solutions with business objectives Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption Identify and develop new champions within top accounts to expand Backstory's influence Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth Partner closely with Sales, Product, and Engineering to drive continuous value delivery Advocate for customers by providing product feedback and insights to influence the roadmap Contribute to Backstory's customer marketing efforts by delivering case studies and references Requirements 7-10+ years of experience in Customer Success, Account Management, or Consulting at a SaaS company, agency, or consulting firm (e.g., Deloitte, Accenture, PwC) Experience managing enterprise customers with $5M+ ARR, high complexity, and multiple stakeholders Deep understanding of Sales, Marketing, and Revenue Operations workflows Strong experience in customer engagement, renewals, and expansion planning Proficiency in Salesforce, AI-driven sales tools, and data analytics is a plus Ability to travel 15% for customer meetings, EBRs, and success milestones Experience as a strategic advisor & analytical storyteller with the ability to translate data into compelling business insights and drive executive conversations A Consultative approach. Possessing a deep understanding of sales, marketing, and revenue operations to align solutions with business goals Proven ability to manage multiple complex accounts, prioritize effectively, and drive measurable impact Ability to anticipate challenges, proactively mitigate risks, and pivot strategies when needed Headquartered in San Francisco, CA, Backstory is backed by Y Combinator and Silicon Valley’s top investors, including ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures, and Mubadala Capital. Backstory is listed in the top 20 percent of Inc 5000 companies, is a regular leader in our key categories on G2, and is on the Forbes list of America’s Best Startup Employers. For more information, please visit www.Backstory.ai. -- Regular employees may be eligible for commissions or bonus programs (target included in OTE), equity, and benefits. The range is subject to change. Backstory takes into wide range of factors when determining an individual’s pay. These factors can include, skill set, training and experience, licensure and certifications, and location and metropolitan area. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. APPLY FOR THIS JOB Backstory Home Page Jobs powered by

Listed by Backstory for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

64 days ago

Staff Incident Manager

Yuno · United States

Pay

$35k–125k

Setting

Remote

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Staff Incident Manager United States / Europe / Spain / Amsterdam / Belgium / Germany / Italy / APAC / EMEA / France / Japan / Netherlands / Shanghai / Beijing / GlobalTech – Infraestructure /Remote /Remote APPLY FOR THIS JOB US · Europe · APAC · Remote · Full Time · Individual Contributor · +7 Years of Experience Who We Are At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market. Founded by seasoned experts from the payments and tech industries, our technology provides access to leading payment capabilities, enabling companies to engage customers confidently and maintain global operations through seamless integrations. We empower high-performing teams at brands like InDrive, McDonald’s, Rappi, and Viva Aerobus to integrate over 1,000 payment methods via a single API. By leveraging advanced AI and the latest technologies, we orchestrate smart routing and fraud prevention across 80+ countries. About The Role We are hiring a Staff Incident Manager to own the major incident lifecycle end to end. You are the person who takes control when something is broken in production, brings the right people together, drives the response to resolution, and makes sure we are measurably better after every incident than we were before it. This is not a passive coordination role. You set the standard for how Yuno detects, responds to, communicates about, and learns from incidents. You will spend as much time fixing the process as you do running the response. On-call responsibility is core to this role. Yuno's engineering teams run a “You Build It, You Run It” model — pods own their own on-call. The Incident Commander function exists to coordinate cross-domain and Sev-1 events where multiple pods are involved. Your Contribution Will Be Incident command — act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution; treat merchant transaction impact, PSP and acquirer dependency failures, settlement and reconciliation knock-on effects, and PCI-DSS scope as first-class concerns in every response. Reliability metrics — drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno's 99.99% uptime target. On-call program — run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages. Incident communications — own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates — including the status page — in coordination with Support and account teams. Postmortems — run blameless postmortems, hold the room to a no-blame standard, and make sure action items are concrete, owned, and tracked to closure. Reliability roadmap — translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items, not orphaned tickets. Operating model — define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents. Reporting — report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership. Skills You Need Minimum Qualifications Proven experience running major incident response in a production environment that real customers depend on, ideally as an incident commander or in a dedicated incident management function. Strong working knowledge of modern distributed systems and cloud-native operations — comfortable holding your own on a bridge call with senior engineers during an outage, following the technical thread, and keeping the response moving without needing every detail spoon-fed. Experience defining or maturing an incident management practice from the ground up: severity frameworks, operating models, runbooks, and on-call programs built to last, not just inherited. Fluency with observability and incident tooling — metrics, logging, tracing, alerting, and paging platforms. Hands-on experience with Datadog is strongly preferred; familiarity with a paging platform (PagerDuty, OpsGenie, or similar) and a status page tool is expected. A track record of running postmortems that change behavior, and of closing the loop between incidents and engineering work. Excellent written and verbal communication — able to write a clear merchant-facing status update and a precise internal escalation under pressure. Calm, decisive judgment during high-pressure events — you hold structure when others are reacting. Comfort being on-call as a regular part of the role, including for critical incidents outside business hours. English — advanced proficiency required. Preferred Qualifications Familiarity with PCI-DSS and the operational obligations that come with handling payment flows at scale. Spanish — business-level proficiency preferred; Yuno's engineering organization spans LatAm, and on-call bridges and postmortem discussions often run in Spanish. Nice to Have Prior experience in payments, fintech, or another high-availability, regulated domain. Exposure to SRE practices, error budgets, and SLO-driven prioritization. Experience managing incidents across multi-timezone, remote-first engineering organizations. What Success Looks Like First 90 days — you have mapped how incidents currently get declared, run, and reviewed, identified the biggest gaps, and started closing them. Severity definitions and the incident operating model are clear and adopted. Six months — major incidents run to a consistent standard. Postmortem action items are tracked and closed. On-call noise is down and trust in paging is up. Leadership has a reliable view of reliability trends. One year — the incident practice is self-sustaining. Runbooks are owned by engineering pods, not just by you. MTTR and repeat-incident rates are trending measurably down, and reliability work sourced from incident data is landing on engineering roadmaps and shipping. What We Offer at Yuno Competitive Compensation. Remote Work – You can work from everywhere! Home Office Bonus – A one-time allowance to help you create your ideal home office. Work Equipment. Stock Options. Health Plan wherever you are. Flexible Days Off. Language, Professional, and Personal Growth courses. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed or wish to exercise your data protection rights, please contact us at hiring@y.uno. APPLY FOR THIS JOB Jobs powered by

Listed by Yuno for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

64 days ago

Customer Support Specialist remote (m/f/d)

Pliant · United States

Pay

$35k–55k

Setting

Remote

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ABOUT US Pliant is a European fintech specializing in B2B payment solutions. Our modular, API-first platform helps businesses streamline spending, improve cash flow, and integrate payments into their financial workflows. Designed for industries with complex payment needs, such as travel and fleet, Pliant enables greater efficiency, control, and profitability. We serve two primary customer segments: - Companies looking to optimize operational processes through intuitive apps and APIs, gaining control, automation, and financial flexibility through extended credit lines. - Businesses such as financial software platforms, ERP providers, and banks that want to launch or enhance their credit card offerings using Pliant’s embedded finance and white-label solutions. Founded in 2020 and headquartered in Berlin, Pliant supports over 4,000 businesses and more than 20 partners globally. As a licensed e-money institution (EMI), we issue credit cards in 11 currencies across more than 30 countries, helping companies streamline and simplify payments. Learn more at http://www.getpliant.com/www.getpliant.com http://www.getpliant.com ABOUT THE ROLE Forget the traditional Support playbook. We aren't looking for people to read scripts or move tickets from one queue to another. We are looking for problem solvers. As a Customer Support Specialist, you are the operational backbone of Pliant. When a Finance Director or CEO contacts us, they don't want a ticket number - they want a solution so they can get back to running their business. Your job is to provide that peace of mind. You will act as the filter for the business, sitting at the intersection of Product, Compliance, and Sales. You won't just answer questions; you will investigate complex financial workflows, unblock technical jams, and ensure that our clients trust us to handle the heavy lifting. This is a remote role, ideally based on the West Coast, US. We welcome applications from candidates across the US who are comfortable working West Coast hours. WHAT YOU’LL DO 1. Own The Outcome - You are the set and forget solution for our clients. When a complex issue lands on your desk - whether it’s a failed transaction or a credit limit urgency - you own it end-to-end. You communicate with clarity and confidence, ensuring the client knows: ‘Pliant is handling it.’ - Investigate root causes rather than applying quick fixes. You will distinguish between user error and system error and provide feedback to Engineering. 2. The Commercial Filter - Act as the operational bridge between Compliance and Sales. - Triage AML/KYC alerts and fraud flags. You will validate data and context before involving the client, ensuring we protect the regulatory license without damaging the commercial relationship. - You manage the service recovery process for high-value accounts in collaboration with partners across the business (Sales, Product, Risk), ensuring we turn friction into trust. 3. Operational Excellence & Knowledge - You won't just close tickets or end a call; you will spot friction in our processes and help rewrite the playbook (SOPs) to fix it. You ensure that the global team operates with a single source of truth, raising the standard of service for every interaction. - You are the first line of defense for Product. When a feature breaks or an integration fails, you are responsible for reproducing the error, documenting the technical steps, and handing a clean bug report to Engineering. 4. Technical Configuration & Troubleshooting - Support the specific technical and troubleshooting needs of our specialized verticals (e.g., configuring card types for Travel agencies or setting up spending limits for new entities) to ensure the client’s setup matches their business model. - You dig deeper than the surface. Whether it's troubleshooting a data sync error with DATEV/Xero or configuring a specific card setup for a Travel agency, you investigate the root cause. You don't just apply a quick fix; you provide feedback to Engineering to ensure it doesn't happen again. WHAT YOU’LL BRING - You hate leaving problems unsolved. You thrive in ambiguity and are comfortable saying, "I don't know, but I will find out." - 2+ years of experience in B2B Customer Support, Operations, or Fintech. You are comfortable working in a regulated environment (Fintech/Banking) where details matter and a ticket is actually a relationship. - You thrive in ambiguity. When you see a broken process, you don't just report it - you suggest a fix. You understand how to balance commercial urgency with compliance safety. - You have experience with and are comfortable navigating CRM tools (e.g. HubSpot, Zendesk, Salesforce) and back-office admin panels. You aren't afraid of technical details (APIs, Accounting Integrations) and understand basic financial concepts (Credit Lines, KYC, AML). - Exceptional written and verbal communication skills. You write like a human, not a robot. You can explain complex regulatory or technical concepts with empathy and brevity. - You understand that global finance doesn't stop. You are willing to provide coverage on public holidays on rare occasions to ensure our clients remain supported. - You are ready to work in a remote-friendly, global team where high standards are the standard every, single, day. WHAT WE OFFER - The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence - Attractive remuneration and benefits package - Flat hierarchy and transparent communication in a relaxed, professional atmosphere - Opportunity to develop your talent in a dynamic team with ambitious goals - Flexibility and possibility to work remotely - Pliant Card with monthly credit to explore the product and enjoy food with colleagues Pliant is an equal opportunity employer. We welcome applications from people of all backgrounds, identities and abilities, and are committed to an inclusive hiring process. If you need any accommodations during the interview process, please let us know.

Listed by Pliant for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

64 days ago

Principal Customer Success Manager

Backstory · Remote

Pay

Not listed

Setting

Remote

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Listed by Backstory for a position based in the United States. Employers on this board attest they are hiring domestically.

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