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SalaryYou embody Drata's core values in the way you approach and walk out your work as a Customer Success Manager. Our Senior Customer Success Manager (CSM) Enterprise role is critical in helping our customers maximize their business values by using Drata's products and services. You help to drive customer journey by building on trust and acting with integrity in all relationships with customers and internal teams. In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and the overall health of our most strategic and valuable customers. You will be accountable for providing account strategy and best practices that drive high impact results and continuous business value realization to our customers. You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success.
What you'll do:
- Customer Relationship Management:
- Build and nurture strong relationships with key stakeholders at enterprise customer organizations, understanding their unique business goals, challenges, and helping them accelerate time to business values.
- Serve as a trusted advisor with strong executive presence, providing strategic guidance and thought leadership to key strategic customers to help them achieve their desired outcomes.
- Strategic Planning:
- Develop and execute comprehensive Customer Success plans that outline clear objectives, milestones, and success metrics aligned with the customer's business goals.
- Collaborate with internal teams to create strategies that drive customer adoption, retention, and expansion.
- Customer Advocacy:
- Advocate internally for customer needs and feedback, ensuring the voice of the customer is heard across all levels of the organization.
- Collaborate with Product and Engineering teams to relay customer feedback and contribute to product enhancements and improvements.
- Renewals and Expansion:
- Proactively monitor customer health, identify potential risks, and take preventive measures to mitigate churn.
- Drive expansion opportunities by identifying cross-selling and upselling opportunities that align with customer needs.
- Data Analysis and Reporting:
- Utilize data-driven insights to assess customer usage patterns, adoption rates, and overall satisfaction, and translate findings into actionable strategies.
- Prepare and present regular reports on customer health, success metrics, and progress to internal and external stakeholders.
- Team Collaboration: Driving and fostering a culture of excellence, collaboration, and continuous improvement within CS teams as well as cross functional teams.
What you'll bring:
- 8+ years a in Customer Success Management or related role required, with a minimum of 5 years working with enterprise accounts
- GRC or relevant experience around Security and Compliance required
- BA/BS or Equivalent
- Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
- Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
- Experience in B2B SaaS required
- Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
- Active listener and capacity to synthesize and take action on complex dialogue and information
- Data-fueled approach to CSM work, voracious learner
- Collaborative, coachable, constructive attitude
- Embody our ethos of 'Trust'
- Ability to lead and to facilitate other leaders within team and customer team dynamics
- Individual revenue responsibility in past roles
- Demonstrable previous successes in a high-growth environment
- Resilient and adaptable to change
- High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)
Additional Information
This is an exciting opportunity to play an integral part in Drata's strategic enterprise Customer Success program. We expect you to be an extremely experienced and incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. This is not a 9-5 clock in and clock out position (or company), and you expect to thrive–not in a silo, but in an incredibly well-resourced, supportive, customer-fueled environment.
Benefits:
- Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
- HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
- 100% paid short and long term disability plus life + AD&D benefits
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
- 401K: Reach your financial goals while reducing your taxes
This role will receive a competitive base salary, commission, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected base salary ranges for this role are set forth below.
Tier 1: $139,400 - $172,200
Tier 2: $125,460 - $154,980
Tier 3: $111,520 - $137,760
You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone's leveling and compensation – including a candidate's professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.
Please continue to apply if you are unsure that you fit into our compensation structure.
Drata is on a mission to help build trust across the internet.
Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness.
We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It's a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.
Our team of SaaS, security, compliance, and audit experts have built a better way - with automation.
Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
