Senior Manager, Enterprise Customer Success

🕒 3 days ago

🌽 Illinois, Texas – Remote

🌽 Illinois – Remote 🤠 Texas – Remote

💵 $195.7k - $241.7k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Drata

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

💰 $100M Series B on 2021-11

Cybersecurity • Compliance • SaaS

Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company’s security controls, streamlining workflows to ensure audit-readiness. The platform provides solutions for startups, growth, and enterprise companies to scale and enhance their compliance programs. It covers a variety of frameworks including SOC 2, ISO 27001, HIPAA, GDPR, and FedRAMP. Drata offers integrations with various systems and promotes automation and customization in managing compliance processes, helping companies maintain compliance effortlessly through adaptive automation and deep integrations with existing IT ecosystems.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.