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Customer Success Manager, Emerging (Remote)
Posted 4 days agoViewed
💎 Seniority level: Manager, 2-3 years
💸 Salary: 77800.0 - 120100.0 USD per year
🔍 Industry: SaaS
🏢 Company: Careers at Drata
🗣️ Languages: English
⏳ Experience: 2-3 years
Requirements:
- 2-3 years in a Customer Success Management role required, working in Shared Success and/or technical teams is a plus
- Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Totango, Salesforce, etc.), Front/shared inbox software required
- Experience with Jira/ticketing, Gong, Sigma/data dashboards, calendaring software, Notion preferred
- Experience in B2B SaaS required
Responsibilities:
- Serve as a resource to our emerging markets customers collaborating closely with a team of CSMs, AMs and incredibly well-resourced CS and GTM teams
- Own a book of business (~400 customers) along with AM counterparts
- Engage with our customers using data to ensure they are using and adopting Drata to the best of their ability
- Engage with customers on a proactive and reactive basis to provide support and guidance to customers along their journey with Drata to drive customer value-realization
- Provide reactive support via a queue of inquiries in accordance with internal SLAs
- Schedule and conduct meetings with customers and key Drata team members in order to work through challenges and customer journey milestones
- Identify, build and supplement existing internal and customer resource libraries, including help articles, FAQs, videos, and emails to increase adoption and ensure retention and satisfaction
- 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
- Escalate and vet inquires with our technical and compliance expert teams as needed
- Advise customers of additional Drata resources such as the in-app technical and compliance support, community, regular webinars
- Assure clarity and transparency of engagement alongside 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
- Become one of a team of trusted advisor for customers around best practices for progressing their compliance journey with Drata, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant Drata team members and stakeholders
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