Original listing text, shown exactly as published by the company.
What you’ll do
Team Leadership
- Lead and manage a team of Enterprise Customer Success Managers, providing guidance, mentorship, and performance feedback. Foster a collaborative and customer-focused culture within the team.
- Highly disciplined to ensure the CS team is on point with CRM hygiene, customer cadence, and providing high value-add activities with direct correlation to financial performance.
- Collaborate with Customer Success Managers to optimize customer value and support their work with Drata's enterprise customers.
- Customer Relationship Management:
- Develop and maintain strong relationships with key stakeholders at enterprise-level customers.
- Understand the unique needs of each customer, ensuring their business objectives are met through our solutions.
- Identify opportunities for upsell and cross-sell based on customer needs and usage patterns.
- Strategy and Planning:
- Collaborate with cross-functional teams’ stakeholders (Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support) to develop and execute customer success strategies that align with the company's goals specifically in achieving customer satisfaction, retention and expansion.
- Continue to revamp and develop customer journeys relevant to Drata’s enterprise customer segment including a comprehensive customer success plan, high impact activities such as roadmap/business value realization, and metrics to measure outcomes.
- Monitor and refine as necessary our approach and design to align with comprehensive adoption strategies for our largest, most strategic customers.
- Customer Advocacy:
- Serve as a CS management point of escalation for customer issues and concerns, ensuring swift resolution and customer satisfaction.
- Advocate for customer needs internally to drive overall product improvements and enhancements.
- Provide thought leadership for our customers and build executive-level relationships with key accounts.
- Retention and Expansion:
- Develop and implement strategies to proactively identify and address churn risks, ensuring high customer retention and expansion rates.
- Work with the CS team and customers’ champions to identify overall opportunities for expansion and facilitate the growth of the customer's usage of our products.
- Performance Metrics:
- Monitor and refine key performance metrics for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue.
- Reporting and Analysis:
- Utilize data and analytics on team and customer performance, identify trends, and make data-driven decisions regarding process improvements, tools, and service model
What you’ll bring
- Experienced in scaling a CSM team into 2X in a hyper growth environment.
- Proven track record of managing and growing large enterprise accounts, driving customer satisfaction and retention.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Strategic thinker with the ability to develop and execute customer success strategies that align with company goals.
- Strong analytical skills, with the ability to use data to drive decision-making and identify trends.
- Proficiency in using customer success software and CRM tools.
Requirements
- Bachelor's degree in Business/Marketing/similar are preferred and relevant certifications are a plus.
- 10+ years of experience in customer success, account management, or a related role within the SaaS industry. Strong preference for GRC and/or Security backgrounds.
- 5+ years of experience in a leadership or management capacity.
How we support you
At Drata, our people are our strongest advantage—and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving.
Explore how we invest in your Life at Drata.
- Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success.
- Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents, along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.
- Financial Well-being: A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position.
- Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment. Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
- Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.
- Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.
This role will receive a competitive base salary, variable compensation, benefits, and/or 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: $195,700 - $241,700
Tier 2: $176,100 - $217,600
Tier 3: $156,600 - $193,400
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.
