Facebook pixel

Customer Success Manager
Strategic and Enterprise Accounts, Remote
Posted on 2/10/2023
United States
Experience Level
Desired Skills
  • 5+ years a in Customer Success Management role working with enterprise accounts required
  • 8+ years in a customer-facing role overall
  • 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.)
  • 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 strategic 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 regular cross-functional 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
  • 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 strategic 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

201-500 employees

Security & compliance automation platform
Company Overview
Drata's mission is to restore trust across the internet. Drata helps thousands of companies streamline compliance for SOC 2, ISO 27001, HIPAA, GDPR, custom frameworks, and many more through continuous, automated control monitoring and evidence collection.
  • Health benefits
  • Learning enrichment stipends
  • Flexible PTO
  • Work from home stipend
  • 401k
  • Parental leave
Company Core Values
  • Built on trust
  • Act with integrity
  • Customer obsessive
  • Competitive fire
  • Diversity
  • Automation first