• Own the full Sales Chat strategy across web and product entry points, with a focus on turning high-intent visitors into qualified pipeline • Decide where chat should run, which pages and journeys it supports, and when it adds value versus noise • Design and implement the full chat program including hours, rep coverage, lead handoff rules, and workflows for follow-up • Build the analytics needed to monitor and improve chat performance including chat open rates, first response time, rep engagement, conversion to meeting, and impact on pipeline • Run structured experiments to improve coverage, lead quality, response speed, and handoff outcomes using clear test designs that quantify business impact • Partner with Paid and SEO teams to connect high-performing traffic sources to live chat coverage • Collaborate with Product and Support to bring chat into relevant in-app moments and ensure qualified leads are not stuck in support flows • Set clear guidelines for when and if AI or bots are used, prioritizing fast, helpful human interactions for qualified leads • Own all dashboards and weekly reporting on Sales Chat performance, opportunities, and blockers • Work with Lifecycle and Growth to align chat with broader campaigns, offers, and messaging • Prepare for future product-led growth by shaping how in-app behavior will drive live sales engagement in 2026 • Act as the point person for Sales Chat at Vanta, accountable for setup, performance, iteration, and long-term success