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Drata · 5 months ago

Manager, Customer Operations (Remote)

United States

Full-time

Remote

Mid, Senior Level

$106K/yr - $164K/yr

5+ years exp

Drata is a rapidly scaling company focused on customer obsession, seeking a Manager of Customer Operations. This role involves driving efficiency and process excellence across the Customer Success organization by optimizing operations and collaborating with various teams to enhance the customer experience.

ComplianceInformation TechnologySaaSSecuritySoftware

Responsibilities

Lead process optimization across onboarding, support, retention, and new product initiatives

Partner on strategic planning, including fiscal year planning and organizational design

Drive insights on customer health and adoption with Data & Analytics teams

Manage cross-functional projects on risk mitigation, business reviews, and service deployments

Support M&A integrations to unify customer experience across systems and processes

Define, monitor, and refine KPIs and operational metrics for efficiency and customer value

Optimize core CS systems, including Salesforce, CSPs, and support platforms

Qualification

Customer OperationsProcess OptimizationData AnalysisProject ManagementSalesforceCustomer Success PlatformsAnalytical SkillsCommunication SkillsStrategic MindsetPresentation Skills

Required

5-8 years of experience in Customer / CS Ops or related Ops function, ideally within a hyper-growth B2B SaaS environment

A proven track record of optimizing business processes, managing complex projects, and driving operational excellence within a customer-facing organization

Exceptional analytical skills, with the ability to translate complex data into clear, actionable insights and strategic recommendations

Advanced proficiency with CRM platforms (e.g., Salesforce) for reporting, dashboarding, and data management, along with deep knowledge of Customer Success Platforms (CSPs) such as Catalyst, Gainsight, or Totango

Strong understanding and experience with project management and process optimization tools

Demonstrated ability to be highly data-driven with an eye for clean and scalable design, leveraging data to inform process improvements and strategic decisions

Outstanding communication and presentation skills, with the ability to effectively translate complex operational insights into compelling narratives for diverse audiences, including senior leadership

A strategic mindset that connects day-to-day operational execution to broader business goals and long-term scalability

Proficiency working with and presenting to senior leadership and technical teams in Data Engineering, Product Development, and Systems Integrations

Ability to manage competing priorities in a results-driven 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