200+ applicants

Company

Drata · 1 week ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$122K/yr - $150K/yr

5+ years exp

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ComplianceSaaS

No H1B

U.S. Citizen Only

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Responsibilities

Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with Drata team and stakeholders

Work collaboratively across pillars of CS, GTM, Operations, and Drata leadership teams to identify and realize value and revenue opportunities for each of our customers

Partner with Drata’s account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal

Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements

Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status

Conduct milestone meetings between customers and Drata CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives

Conduct QBRs with executive and C-level team members from customer orgs and Drata for our most strategic relationships

Build and maintain a deep understanding of Drata’s platform and engage with customers about the most relevant features/functionality for their specific business needs

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 team members and stakeholders

Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it

Help to grow mutual accountability between Drata and its customers as we build product, service models, and continually improve our delivery and execution

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementB2B SaaSSecurity ComplianceCRM SystemsData AnalysisJiraGongSigmaChili PiperNotion

Required

5+ years a in Customer Success Management role

BA/BS or Equivalent

Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required

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’

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.)

Preferred

Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion

Security, Compliance, and/or GRC experience

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 (available after 6 months of employment)

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