Senior Manager - Enterprise Customer Success

March 6

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Drata

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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.

compliance • cybersecurity • automation • SOC 2 • ISO 27001

201 - 500 employees

Founded 2020

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

💰 $100M Series B on 2021-11

📋 Description

• We are seeking an experienced and strategic Senior Manager of Enterprise Customer Success to help lead our Enterprise Customer Success team at Drata. • The ideal candidate will possess a deep understanding of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion. • Team Leadership: Lead and manage a team of Enterprise Customer Success Managers, providing guidance, mentorship, and performance feedback. • Customer Relationship Management: Develop and maintain strong relationships with key stakeholders at enterprise-level customers. • Strategy and Planning: Collaborate with cross-functional teams’ stakeholders (Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support) to develop and execute customer success strategies. • Customer Advocacy: Serve as a CS management point of escalation for customer issues and concerns, ensuring swift resolution and customer satisfaction. • Retention and Expansion: Develop and implement strategies to proactively identify and address churn risks, ensuring high customer retention and expansion rates. • Performance Metrics: Monitor and refine key performance metrics for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue. • Reporting and Analysis: Utilize data and analytics on team and customer performance, identify trends, and make data-driven decisions regarding process improvements.

🎯 Requirements

• Bachelor's degree in Business, Marketing, or advanced degrees and relevant certifications are a plus. • 10+ years of experience in customer success, account management, or a related role within the SaaS industry. • 5+ years of experience in a leadership or management capacity.

🏖️ 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