Customer Success Manager, Drata
Emerging
$77.8-120.1k
OTE
Salary dependent on candidates location
Security and compliance automation
Posted today
Security and compliance automation
501-1000 employees
Posted today
$77.8-120.1k
OTE
Salary dependent on candidates 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
- 2-3 years in a 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, 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
- Security, Compliance, and/or GRC is a huge plus
- 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.
- You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally.
- You obsess customer success through proactive, scaled engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts.
- Your competitive fire makes you a tenacious and enthusiastic team player, collaborating and forging strong relationships with Drata’s teams to achieve OKRs.
- You help to tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers.
- You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for Drata and its customers
- In this role, your key performance metrics include NRR, logo and revenue retention, NPS, product adoption and use, and health
- 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
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
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 values
- BUILT ON TRUST: Trust is our most precious asset, earned through consistency over time.
- ACT WITH INTEGRITY: We do the right thing, regardless of whether anyone else is looking.
- CUSTOMER-OBSESSIVE: Everything we do revolves around the customer at the center of our purpose.
- COMPETITIVE FIRE: It burns from within - we push ourselves harder than anyone else ever could.
- DIVERSITY: Unique perspectives provide a better shared view of a problem and its possible solutions.
- AUTOMATION-FIRST: Our products save companies time and money - efficiency is paramount.
Company HQ
University City, San Diego, CA
Articles
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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