Customer Success Manager, Drata
High Touch
$97.2-150.2k
OTE
Salary dependent on location + Variable compensation + Restricted Stock Units
Security and compliance automation
Open for applications
Security and compliance automation
501-1000 employees
Open for applications
$97.2-150.2k
OTE
Salary dependent on location + Variable compensation + Restricted Stock Units
501-1000 employees
Company mission
To help companies earn and keep the trust of their users, customers, partners, and prospects.
Role
Who you are
- 3+ years a in Customer Success Management role and 5+ years in a customer-facing role overall
- 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
- Security, Compliance, and/or GRC experience strongly preferred
- 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) 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 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 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 NPS, logo and revenue retention, product adoption and use, and health
- You will be accountable for providing structure and best practices 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 become a consultative and trusted advisor in our customers journeys towards compliance and continuous value realization
- Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with Drata team and stakeholders
- 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
- Partner with 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
- 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
- Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
- Conduct milestone meetings between customers and Drata CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives
- Conduct QBRs with executive and C-level team members from customer orgs and Drata for our most strategic relationships
- Build and maintain a deep understanding of Drata’s platform and engage with customers about the most relevant features/functionality for their specific business needs
- 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 team members and stakeholders
- Leverage relationships, data/metrics, 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
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
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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