drata - Senior Manager, Enterprise Customer Success - US Central
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Requirements
• This role requires a leader who can balance strategic thinking with hands-on execution—someone who will build and own critical CS processes, drive cross-functional collaboration across Sales, Product, Engineering, Professional Services, and Support teams, and serve as a trusted advisor to both customers and internal stakeholders. You will be instrumental in scaling our enterprise CS motion while maintaining the high-touch, consultative approach that our largest customers expect. • For this role, we will be hiring a candidate in only one of the three locations: Austin, Chicago or Dallas. • 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. • 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 https://drata.com/about/life-at-drata?utm_source=chatgpt.com.
Responsibilities
• 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
Benefits
• The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and continuous growth. • See the Speed: https://www.youtube.com/watch?v=QidTdkGwKMY Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years • Hear the Voice of the Team https://drata.com/about/life-at-drata: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. • Experience the Impact https://www.greatplacetowork.com/certified-company/7044563: See why we are consistently recognized on Fortune's Best Workplaces lists. • Connect with Us on Socials: LinkedIn https://www.linkedin.com/company/drata/posts/?feedView=all - follow us for company updates, employee stories, and career news.
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