Senior Manager, Enterprise Customer Success - US Central

Drata is a company dedicated to helping organizations earn and maintain the trust of their users and customers. They are seeking a Senior Manager of Enterprise Customer Success to lead their Enterprise Customer Success team, focusing on managing and growing large enterprise accounts while driving customer satisfaction and retention.

Responsibilities:

• Lead and manage a team of Enterprise Customer Success Managers, providing guidance, mentorship, and performance feedback. Foster a collaborative and customer-focused culture within the team
• Highly disciplined to ensure the CS team is on point with CRM hygiene, customer cadence, and providing high value-add activities with direct correlation to financial performance
• Collaborate with Customer Success Managers to optimize customer value and support their work with Drata's enterprise customers
• 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
• Identify opportunities for upsell and cross-sell based on customer needs and usage patterns
• Collaborate with cross-functional teams’ stakeholders (Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support) to develop and execute customer success strategies that align with the company's goals specifically in achieving customer satisfaction, retention and expansion
• Continue to revamp and develop customer journeys relevant to Drata’s enterprise customer segment including a comprehensive customer success plan, high impact activities such as roadmap/business value realization, and metrics to measure outcomes
• Monitor and refine as necessary our approach and design to align with comprehensive adoption strategies for our largest, most strategic customers
• Serve as a CS management 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
• Provide thought leadership for our customers and build executive-level relationships with key accounts
• 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
• Monitor and refine key performance metrics for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue
• Utilize data and analytics on team and customer performance, identify trends, and make data-driven decisions regarding process improvements, tools, and service model

Requirements:

• Bachelor's degree in Business/Marketing/similar are preferred and relevant certifications are a plus
• 10+ years of experience in customer success, account management, or a related role within the SaaS industry. Strong preference for GRC and/or Security backgrounds
• 5+ years of experience in a leadership or management capacity
• Experienced in scaling a CSM team into 2X in a hyper growth environment
• Proven track record of managing and growing large enterprise accounts, driving customer satisfaction and retention
• Excellent communication and interpersonal skills, with the 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 analytical skills, with the ability to use data to drive decision-making and identify trends
• Proficiency in using customer success software and CRM tools