Senior Customer Success Manager

We are hiring a Senior Customer Success Manager to drive value through measurable outcomes for  our strategic enterprise customers. You are a partner to our largest customer(s) 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
• Extensive knowledge of Drata's products and services is essential for Senior CSMs to effectively guide and inform customers.  Maintain expertise through consistent product use and staying informed on Drata solutions and the product roadmap.
• Be a steward of Drata's product roadmap and be intimately aware of how Drata is innovating and champion that innovation with customer champions and stakeholders.
• 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: 

• 8+ years of Customer Success or Consulting experience
• BA or BS with 5+ years experience in Security, Compliance (GRC), 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  - $150,200

Tier 2: $109,400 - $135,200

Tier 3: $97,300 - $120,200

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.