Customer Success Manager, Drata
Shared Success
$80.9-125k
Salary dependent on location
Security and compliance automation
Job no longer available
Security and compliance automation
501-1000 employees
Job no longer available
$80.9-125k
Salary dependent on location
501-1000 employees
Company mission
To help companies earn and keep the trust of their users, customers, partners, and prospects.
Role
Who you are
- 4+ years a in Customer Success Management role required, working in Shared Success and/or technical teams is a plus
- BA/BS or Equivalent
- Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.), Front/shared inbox software required
- Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
- Experience in B2B SaaS required
- 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.)
What the job involves
- Our Customer Success Manager (CSM) Shared Success role is critical in helping us realize our goal of providing our customers with an unequaled customer experience
- In this role, your key performance metrics include NRR, logo and revenue retention, NPS, product adoption and use, and health
- You will be accountable for providing scaled touchpoints and creative content, as well as responsive guidance 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 be a part of a team providing consultative and trusted advice along our customers journeys towards compliance and continuous value realization
- Serve as a resource to our emerging markets customers in a pooled/shared support model, collaborating closely with a team of CSMs and incredibly well-resourced CS and GTM teams
- Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
- Help to build automated and provide ad hoc proactive 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 ad-hoc meetings with customers and key Drata team members in order to work through specific 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
- Leverage data/metrics, touchpoints, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
- Help to grow mutual accountability between Drata and its customers as we build product, service models, and continually improve our delivery and execution
- We’re scaling fast, so these may change as we grow!
Our take
Traditional manual compliance workflows are tedious, error-prone and extremely hard to scale, which presents special difficulties for rapidly growing companies in maintaining strong data security. Drata enables companies to manage compliance easily, by automatic monitoring and evidence collection, building a single picture of risk across the company.
The company has several competitors offering compliance automation solutions, including Vanta and Secureframe , but Drata is unique in automating the tasks themselves rather than generating notifications for teams to action. This approach has garnered Drata a client base of thousands of companies including bambooHR, Notion and Abnormal.
Drata has grown swiftly since its 2020 founding. Iconiq Growth and GGV Capital have led Drata's impressive funding rounds. It intends to use its influx of cash to invest heavily in research and development, and to roll out new features for auditors and startups.
Freddie
Company Specialist at Welcome to the Jungle
Insights
90% employee growth in 12 months
Glassdoor (3.4)
Company
Funding (last 2 of 4 rounds)
Dec 2022
$200m
SERIES C
Nov 2021
$100m
SERIES B
Total funding: $328.2m
Company benefits
- 100% coverage for medical, dental, and vision
- $500 annually towards personal development opportunities
- Unlimited vacation policy for strong, fully charged batteries
- Flexible hours and work from home (especially these days!)
- Reach your financial goals while reducing your taxes
- Pre-tax savings plans for healthcare and dependent care
- Work From Home Stipend
- Learning Enrichment Stipends
- 16 weeks fully-paid parental leave
- 401K Retirement Plan
Company HQ
University City, San Diego, CA
Leadership
Adam Markowitz
(CEO)Previously VP & GM at Instructure. Founder & former CEO of Portfolium. Has worked in Mechanical and Aerospace Engineering.
Daniel Marashlian
(CTO)Former Technical Advisory Board Member at the National University. Previously Senior Director Of Engineering at Instructure. Co-founded Portfolium and RapidEngage.
Troy Markowitz
(COO)Advisor at Knack and former Contributor to Forbes. Previously the VP of Strategy, Growth Markets at Instructure. Prior experience in Business Development.
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