Senior Manager, Enterprise Customer Success - US Central

Drata is an award-winning, mission-driven team that helps companies earn and keep the trust of their users. They are seeking an experienced and strategic Senior Manager of Enterprise Customer Success to lead their 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:

• 10+ years of experience in customer success, account management, or a related role within the SaaS industry
• 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
• Bachelor's degree in Business/Marketing/similar are preferred and relevant certifications are a plus
• Strong preference for GRC and/or Security backgrounds