Director of Customer Success, Drata
Enterprise
$184.7-285.2k
OTE
+Restricted Stock Units. Salary varies depending on location of applicant
Security and compliance automation
Be an early applicant
Security and compliance automation
501-1000 employees
Be an early applicant
$184.7-285.2k
OTE
+Restricted Stock Units. Salary varies depending on location of applicant
501-1000 employees
Company mission
To help companies earn and keep the trust of their users, customers, partners, and prospects.
Role
Who you are
- We are seeking an experienced and strategic Director of Enterprise Customer Success to lead our Enterprise Customer Success team at Drata
- The ideal candidate will possess a deep understanding of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion
- Experienced in scaling CS team in a hyper growth environment
- Proven track record of managing and growing large enterprise accounts, driving customer satisfaction and retention
- Strong executive presence with excellent communication and interpersonal skills, ability to build strong relationships with customers and internal teams
- Strategic thinker with the ability to develop and execute customer success strategies that align with company goals
- Strong design thinking and analytical skills, with the ability to use data and industry best practices to drive decision-making and identify trends
- Proficiency in using customer success software and CRM tools
- Experience in Security and/or GRC is a plus
- Bachelor's degree in Business, Marketing, or advanced degrees and relevant certifications are a plus
- 10+ years of experience in customer success, account management, or a related role within the SaaS industry
- 7+ years of experience in a leadership or management capacity
What the job involves
- You will work closely with cross-functional teams to ensure our enterprise clients achieve their desired outcomes and maximize their investment in our solutions
- Leadership:
- Lead and manage a team of Enterprise CSMs, providing guidance, mentorship, and performance feedback. Foster a collaborative and customer-focused culture within the team
- Provide growth opportunities for Enterprise CSMs by supporting their ambitions through coaching, mentorship, and training for advanced roles
- Define and monitor key performance metrics for the Enterprise Customer Success team, including customer satisfaction, net promoter score, product adoption, retention rates, and expansion revenue
- Highly disciplined to ensure the CS team is on point with CRM hygiene, customer cadence and consistently providing high value-add activities with direct correlation to financial impact and performance
- Strong executive presence with the ability to lead, guide, and influence internal stakeholders as well as customer C-level executives
- Ability to help the team navigate escalations and preventative measures leveraging a combination of enterprise industry knowledge, digital signals and internal processes
- Customer Relationship Management:
- Develop and maintain strong relationships with key stakeholders at enterprise-level customers
- Understand the unique needs of each customer, ensuring their business objectives are met through our solutions with clear value realizations
- Drive proactive engagement initiatives to enhance customer satisfaction, product adoption and reduce churn
- Identify opportunities for upsell and cross-sell based on customer needs and usage patterns
- Strategy and Planning:
- Be a ‘change agent’: Develop, implement and continue to refine a comprehensive Customer Success strategy that aligns with company goals and enhances the customer journey including a comprehensive customer success plan, high impact activities such as roadmap delivery/business value realization, and metrics to measure outcomes
- Collaborate with cross-functional teams’ stakeholders (ie. Account management, Sales, Product, Marketing) to develop and execute customer success strategies that align with the company's goals specifically in achieving customer satisfaction, retention and expansion
- Utilize data and analytics on team and customer performance, identify trends, and make data-driven decisions regarding process improvements, tools, and service model and ability to correlate these to financial and value outcomes
- Data driven correlating strategy and execution plans to financial or value impact and the ability to consistnetly analyze customer data and feedback to identify opportunities for improvement and growth
- Customer Advocacy:
- Be the voice of enterprise customers providing high value/impact feedback to cross functional leaders such as Product and Engineering teams by simulating and consolidating themes/trends and data across enterprise customers
- Serve as the CS management’s primary point of escalation for customer issues and concerns, ensuring swift resolution and customer satisfaction
- Advocate for customer needs internally to drive overall product improvements and enhancements
- Success Metrics: Adoption, Retention and Expansion:
- Develop and implement strategies to proactively identify and address churn risks, ensuring high customer retention and expansion rates
- Work with the CS team and customers’ champions to identify overall opportunities for expansion and facilitate the growth of the customer's usage of our products
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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