We are hiring a Customer Success Manager to drive value through measurable outcomes for our strategic enterprise customers. You are a partner to our largest customers and will be a key player in driving adoption and value of the Drata platform through a deep understanding of our customer’s business objectives and goals. You will collaborate closely with the Account Management, Sales, Product, and Marketing teams. The ideal candidate will possess a deep understanding of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion.
What you’ll do:
- Serve as primary point of contact for executive-level stakeholders, understanding their strategic objectives and aligning our solutions to meet their business goals in order to accelerate time to value
- Create Mutual Action Plans based on the customer’s business objectives and review progress with the customer stakeholders, through monthly health checks and quarterly business reviews
- Approach book of business with deep curiosity to align and realign on business objectives, KPIs, product use and product opportunities, to support the progression of customer compliance journey, and overall compliance status
- Identify customer challenges and risks, develop and drive cross-functional mitigation plans to avoid churn
- Align and collaborate with Account Managers on renewal forecasts and up-sell strategies, with a focus on customer retention
- Demonstrate and promote the latest features and capabilities of the Drata platform to ensure customers are using key product features that align with their desired outcomes
- Leverage available data to drive key actions that deliver value throughout the customer journey
- Work with internal teams to promote product improvements and advocate for customer needs based on customer feedback.
- Become trusted advisor for customers around best practices for progressing their compliance journey with Drata, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant Drata strategic team members and stakeholders
What you bring:
- 5+ years of Customer Success or Consulting experience
- BA or BS with 2+ years experience in Security, Compliance, Identity and Access Management, or SaaS
- Strong communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences
- Strategic mindset and adept at working with customers to realize and achieve long-term success plans and strategies
- Experience managing a large volume of accounts
- Data-fueled approach to CSM work, curious about data and insights, and have used Salesforce, Catalyst (or similar Customer Success Platform), Sigma and Jira
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, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) 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 OTE ranges for this role are set forth below, subject to change. Tier 1: $121,600 - $150,200Tier 2: $109,400 - $135,200Tier 3: $97,300 - $120,200You 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.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.
