DataGrail - Senior Manager, Customer Success

• Lead, coach, and develop a team of CSMs across all customer segments by getting on calls, giving real-time feedback, and actively making people better at their jobs. • Own the team's renewal performance and drive toward a consistent 95%+ renewal rate. • Be the first line of defense for your team — the person every CSM brings their questions, problems, and escalations to before they go anywhere else. • Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential. • Ensure EBRs are completed where needed and every low-engagement account has a documented, proactive re-engagement plan. • Develop a deeper understanding of the DataGrail product than anyone else on the CS team — staying technically sharp enough to get in the weeds with customers and CSMs on complex product questions. • Ensure the CS org is consistently enabled on the new product features & functionality and current on privacy trends & regulations. • Drive AI adoption across the CS team by evaluating tooling, rolling it out, and making sure the team is using it wherever it creates real leverage. • Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations. • Represent CS cross-functionally by advocating for your team and your customers in conversations with Product, Sales, and leadership. • Build scalable team structure, playbooks, and processes that keep CS quality high as the business grows. • Complete a full listening tour, have reviewed CSM performance data and be able to speak confidently to the strengths and development areas of every CSM. • Listen to more customer calls than anyone else on the team. • Take ownership of day-to-day team operations: running team meetings and actively onboarding 2–4 new clients to fully understand the process. • Begin building a pulse on the customer base — understanding not just who's at risk, but who's thriving and why. • Establish yourself as the go-to escalation point — the team's first line of defense for questions, decisions, and support. • Move from reactive to proactive management by creating a clear, documented path to get every customer to green. • Know every account in the portfolio: health signals, engagement levels, and renewal timelines. • Have EBRs completed where needed; every low-engagement account has a proactive re-engagement plan with defined checkpoints. • Have a clear picture of which customers genuinely love the product and a plan to replicate that experience across the rest of the book. • Have a scalable team structure in place that can absorb growth without degrading quality of service. • Build a CS organization that operates ahead of the curve by proactively identifying capacity gaps and hiring before they become a problem. • Have the team deeply embedded in AI tooling, using it to drive efficiency and deliver outsized customer impact. • Establish yourself as the face of Customer Success at DataGrail by becoming a credible, trusted voice at the leadership table. • Set a high bar for what "healthy" looks like — customers who aren't just renewing, but actively getting value, expanding use cases, and recommending DataGrail to others. • Build a strong partnership with the Director of Implementation with all implementations delivered on time and exceeding customer expectations.