Careers at Drata
Customer Success Manager, Enterprise and Strategic Accounts (Remote)
Careers at Drata, San Diego, California, United States, 92189
Customer Success Manager, Enterprise and Strategic Accounts (Remote)
Minimum Requirements
4+ years in Customer Success Management role working with enterprise accounts required BA/BS or Equivalent GRC or similar industry experience such as security and compliance 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 High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.) Data-fueled approach to CSM work, voracious learner Embody our ethos of ‘Trust’ Ability to lead and facilitate other leaders within team and customer team dynamics Demonstrable previous successes in a high-growth environment Resilient and adaptable to change Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success Responsibilities
You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally You obsess customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts You tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for Drata and its customers In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and use, and health You will be accountable for providing structure and best practices that drive immediate and continuous value realization to our customers You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success In short, you will become a consultative and trusted advisor in our customers' journeys towards compliance and continuous value realization 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 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 Leverage available data to drive key actions that deliver value throughout the customer journey Guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, while 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 Develop customer relationship maps in order to identify the key stakeholders, establish a relationship and understand each of their business needs and objectives as they relate to Drata 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 and Drata to align on business objectives and outcomes 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 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, commission, benefits, and equity The applicable salary range 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 Tier 1: $95,200 - $117,600 Tier 2: $85,680 - $105,840 Tier 3: $76,160 - $94,080
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4+ years in Customer Success Management role working with enterprise accounts required BA/BS or Equivalent GRC or similar industry experience such as security and compliance 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 High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.) Data-fueled approach to CSM work, voracious learner Embody our ethos of ‘Trust’ Ability to lead and facilitate other leaders within team and customer team dynamics Demonstrable previous successes in a high-growth environment Resilient and adaptable to change Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success Responsibilities
You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally You obsess customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts You tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for Drata and its customers In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and use, and health You will be accountable for providing structure and best practices that drive immediate and continuous value realization to our customers You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success In short, you will become a consultative and trusted advisor in our customers' journeys towards compliance and continuous value realization 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 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 Leverage available data to drive key actions that deliver value throughout the customer journey Guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, while 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 Develop customer relationship maps in order to identify the key stakeholders, establish a relationship and understand each of their business needs and objectives as they relate to Drata 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 and Drata to align on business objectives and outcomes 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 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, commission, benefits, and equity The applicable salary range 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 Tier 1: $95,200 - $117,600 Tier 2: $85,680 - $105,840 Tier 3: $76,160 - $94,080
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