Customer Success Manager, High Touch (Remote)

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Requirements:

• 5+ years in Customer Success Management role.
• BA/BS or Equivalent.
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems 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 mastery of written and verbal communication.
• Active listener with the capacity to synthesize complex dialogue and information.
• Data-fueled approach to CSM work, voracious learner.
• Collaborative, coachable, constructive attitude.
• Demonstrable previous successes in a high-growth environment.
• Resilient and adaptable to change.
• High capacity for managing and balancing customer and organizational workload.

Responsibilities:

• Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with Drata team and stakeholders.
• Work collaboratively across pillars of CS, GTM, Operations, and Drata leadership teams to identify and realize value and revenue opportunities for each of our customers.
• Partner with Drata’s account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal.
• Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available datasets.
• Establish regular cadence meetings with each customer to align on business objectives, KPIs, product use, progression of customer compliance journey, and overall compliance status.
• Conduct milestone meetings to expand customer relationship networks and drive value based on customer objectives.
• Conduct QBRs with executive and C-level team members from customer organizations.
• Build and maintain a deep understanding of Drata’s platform, engaging customers about relevant features.
• Become trusted advisor for customers around best practices for progressing their compliance journey.
• Leverage relationships, data/metrics to proactively identify, assess, and flag risk.