Customer Success Manager - High Touch

4 days ago

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Drata

WebsiteLinkedInAll Job Openings

compliance • cybersecurity • automation • SOC 2 • ISO 27001

201 - 500

💰 $100M Series B on 2021-11

Description

• You embody Drata’s core values in the way you approach and walk out your work as a customer success manager. • Our Customer Success Manager (CSM) role is critical in helping us realize our goal of providing our customers with an unequaled customer experience. • You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally. • You obsess customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts. • Your competitive fire makes you a tenacious and enthusiastic team player, collaborating and forging strong relationships with Drata’s teams to achieve OKRs. • You tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers. • You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for Drata and its customers. • In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and use, and health. • You will be accountable for providing structure and best practices that drive immediate and continuous value realization to our customers. • You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success. • In short, you will become a consultative and trusted advisor in our customers journeys towards compliance and continuous value realization.

Requirements

• 3+ years a in Customer Success Management role and 5+ years in a customer-facing role overall • BA/BS or Equivalent • Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required • Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred • Experience in B2B SaaS required • Security, Compliance, and/or GRC experience strongly preferred • Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication • Active listener and capacity to synthesize and take action on complex dialogue and information • Data-fueled approach to CSM work, voracious learner • Collaborative, coachable, constructive attitude • Embody our ethos of ‘Trust’ • Demonstrable previous successes in a high-growth environment • Resilient and adaptable to change • High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Benefits

• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge • HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan) • 100% paid short and long term disability plus life + AD&D benefits • Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities • Flexible Time Off: Flexible vacation policy for strong, fully charged batteries • 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child • Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office • 401K: Reach your financial goals while reducing your taxes