Senior Manager, Enterprise Customer Success

🕒 vor 6 Tagen

🌽 Illinois, Texas – Remote

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $195.700 - $241.700 / Jahr

⏰ Vollzeit

🟠 Senior

🏆 Customer Success

Jetzt Bewerben

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Drata

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2020

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

💰 €100.000.000 Series B im 2021-11

Cybersecurity • Compliance • SaaS

Drata ist eine KI-native Plattform für Vertrauensmanagement und kontinuierliche Compliance, die Governance-, Risiko- und Compliance-(GRC)-Prozesse für Unternehmen automatisiert. Sie zentralisiert die Beweissammlung, die Überwachung von Kontrollen, die Verfolgung von Anbieter- und internen Risiken sowie die KI-gesteuerte Automatisierung von Fragebögen, um Audits, Sicherheitsprüfungen und Verkaufszyklen zu beschleunigen. Drata integriert sich in viele Systeme, unterstützt mehrere Compliance-Rahmenwerke (SOC 2, ISO 27001, HIPAA, GDPR, NIST, FedRAMP, usw. ) und richtet sich an Startups bis hin zu großen Unternehmen, die sicher skalieren und Vertrauen nachweisen möchten.

Beschreibung

• 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. • Collaborate with Customer Success Managers to optimize customer value and support their work with Drata's enterprise customers. • 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. • 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. • 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. • Monitor and refine key performance metrics for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue.

🎯 Anforderungen

• 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. • 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.

🏖️ Vorteile

• 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. • 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. • 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.