Customer Success Manager, Drata

• Proven experience (3+ years) in a customer success or account management role, particularly with SMB customers and high volume (100+ customer book)
• Active listener & exceptional customer-facing and internal written and communication skills
• Strong communication and presentation skills, with the ability to articulate complex concepts clearly
• Comfortable challenging customers and driving conversations around product optimization
• Exceptional project management and time management skills
• Desire for ownership and growth in the role over time

Desirable

• We're looking for a Customer Success Manager (Scaled) to join our team at Drata supporting the SafeBase product
• In this role, you will play a crucial role in ensuring successful outcomes at scale
• Ensure customers can fully onboard onto SafeBase in under 30 days
• Identify areas of opportunity where we could automate and scale touch points along the customer journey (e.g. onboarding process)
• Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact
• Host and facilitate training sessions and workshops
• Develop content and outreach to support onboarding and adoption goals
• Identify trends for common customer challenges and proactively suggest ways to address them
• Engage 1:1 with customers at critical points in the customer journey to ensure adoption and success
• Partner with other team members and flag at-risk accounts, providing customer insights, and surfacing expansion opportunities
• Lead renewal and upsell conversations, addressing pricing and contract terms as part of the discussion. Driving the process to ensure a successful and timely outcome by obtaining the necessary signatures and documentation