Principal Customer Success Manager, Drata
$146.2-225.8k
Salary is dependent on candidate's location
Security and compliance automation
Job no longer available
Security and compliance automation
501-1000 employees
Job no longer available
$146.2-225.8k
Salary is dependent on candidate's 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
- 10+ years in Customer Success Management or related role required, with a minimum of 5 years working with enterprise accounts
- BA/BS or Equivalent
- Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) 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’
- Ability to lead and to facilitate other leaders within team and customer team dynamics
- Individual revenue responsibility in past roles
- 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 Principal Customer Success Manager (CSM) Enterprise role is critical in helping our customers maximize their business values by using Drata's products and services
- You help to drive customer journey by building on trust and acting with integrity in all relationships with customers and internal teams
- In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and the overall health of our most strategic and valuable customers
- You will be accountable for providing account strategy and best practices that drive high impact results and continuous business 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
- Build and nurture strong relationships with key stakeholders at our most complex enterprise customer organizations, understanding their unique business goals, challenges, and helping them accelerate time to business values
- Serve as a trusted advisor with strong executive presence, providing strategic guidance and thought leadership to key strategic customers to help them achieve their desired outcomes
- Develop and execute comprehensive customer success plans that outline clear objectives, milestones, and success metrics aligned with the customer's business goals
- Collaborate with internal teams to create strategies that drive customer adoption, retention, and expansion
- Build out a team playbook and customer journey for enterprise accounts to drive consistency in execution focused on value delivery and realization
- Advocate internally for customer needs and feedback, ensuring the voice of the customer is heard across all levels of the organization
- Collaborate with Product and Engineering teams to relay customer feedback and contribute to product enhancements and improvements
- Proactively monitor customer health, identify potential risks, and take preventive measures to mitigate churn
- Drive expansion opportunities by identifying cross-selling and upselling opportunities that align with customer needs
- Utilize data-driven insights to assess customer usage patterns, adoption rates, and overall satisfaction, and translate findings into actionable strategies
- Prepare and present regular reports on customer health, success metrics, and progress to internal and external stakeholders
- Team Leadership: Mentor and coach other Customer Success Managers, fostering a culture of excellence, collaboration, and continuous improvement
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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