Senior Customer Success Manager, Enterprise (Remote)

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Requirements:

• 8+ years of Customer Success or Consulting experience
• BA or BS with 5+ years experience in Security, Compliance (GRC), Identity and Access Management, or SaaS
• Strong communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences
• Strategic mindset and adept at working with customers to realize and achieve long-term success plans and strategies
• Experience managing a large volume of accounts
• Data-fueled approach to CSM work, curious about data and insights, and have used Salesforce, Catalyst (or similar Customer Success Platform), Sigma and Jira

Responsibilities:

• Serve as primary point of contact for executive-level stakeholders, understanding their strategic objectives and aligning our solutions to meet their business goals in order to accelerate time to value
• Create Mutual Action Plans based on the customer’s business objectives and review progress with the customer stakeholders, through monthly health checks and quarterly business reviews
• Approach book of business with deep curiosity to align and realign on business objectives, KPIs, product use and product opportunities, to support the progression of customer compliance journey, and overall compliance status
• Identify customer challenges and risks, develop and drive cross-functional mitigation plans to avoid churn
• Extensive knowledge of Drata's products and services is essential for Senior CSMs to effectively guide and inform customers. Maintain expertise through consistent product use and staying informed on Drata solutions and the product roadmap.
• Be a steward of Drata's product roadmap and be intimately aware of how Drata is innovating and champion that innovation with customer champions and stakeholders.
• Align and collaborate with Account Managers on renewal forecasts and up-sell strategies, with a focus on customer retention
• Demonstrate and promote the latest features and capabilities of the Drata platform to ensure customers are using key product features that align with their desired outcomes
• Leverage available data to drive key actions that deliver value throughout the customer journey
• Work with internal teams to promote product improvements and advocate for customer needs based on customer feedback.
• Become 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 strategic team members and stakeholders