DataGrail - Customer Success Manager
Requirements
• Experience in customer success, onboarding, implementation management, or customer-facing SaaS roles • Strong understanding of privacy operations and data privacy regulations such as GDPR and CCPA • Experience working with privacy platforms or related technologies, including tools like DataGrail • Strong project management and problem-solving skills with the ability to manage multiple customer priorities • Ability to build trusted relationships with both technical and business stakeholders • Clear communication skills and confidence working with customer leadership teams • Ability to proactively identify customer risks, drive adoption, and improve customer outcomes • Passion for customer success, privacy, and helping organizations navigate evolving compliance challenges • Experience working with privacy, security, legal, or compliance teams • Familiarity with SaaS onboarding or implementation workflows • Experience supporting customers in fast-moving or highly regulated environments • What Success Looks Like:
Responsibilities
• Own the customer journey from onboarding through long-term success and retention. • Lead customer onboarding and implementation projects, coordinating timelines, stakeholders, and delivery milestones. • Drive platform adoption and customer value by helping organizations operationalize privacy best practices. • Build trusted relationships with customer stakeholders, including privacy, security, legal, and executive teams. • Proactively monitor customer health, identify churn risks early, and drive resolution plans. • Partner cross-functionally with Solutions Architects, Product, Support, and Sales to improve the customer experience. • Identify opportunities to improve onboarding workflows, customer engagement, and operational scalability. • Advocate for customer needs and share actionable feedback to help shape product improvements • Develop a strong understanding of the DataGrail platform, privacy workflows, and customer use cases • Shadow onboarding and customer success engagements across a variety of accounts • Begin leading onboarding activities, customer training sessions, and proactive customer check-ins • Successfully onboard your first customers and help drive early adoption and platform value • Build strong working relationships across Customer Success, Solutions Architecture, Product, and Support • Start identifying customer risks, surfacing product feedback, and contributing to internal process improvements • Independently manage onboarding and ongoing success across your customer portfolio • Drive customer adoption, engagement, and long-term value realization • Proactively identify customer risks and lead retention or mitigation efforts • Build trusted relationships with customer stakeholders across privacy, legal, security, and operations teams • Contribute to onboarding best practices, playbooks, and scalable customer success processes • Serve as a trusted advisor across your customer portfolio, driving strong retention, satisfaction, and customer advocacy • Lead strategic customer conversations around privacy operations, adoption, and growth opportunities • Contribute to scalable onboarding, enablement, and customer success initiatives across the organization • Mentor newer team members and share best practices across the Customer Experience team • Demonstrate measurable impact on customer outcomes, operational efficiency, and product evolution
Benefits
• All full-time regular employees are eligible for equity, health, dental & vision insurance plans, remote-first working environment, 401k savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work from home stipend. Benefits are subject to change. • $120,000—$140,000 USD
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