Senior Customer Success Manager - West

Drata is a company dedicated to helping organizations build and maintain trust with their users and customers. As a Senior Customer Success Manager, you will guide global companies through compliance frameworks and foster strategic relationships to ensure their success and security.

Responsibilities:

• Lead strategic relationships with commercial customers—earning executive trust and becoming a go-to advisor on compliance program success
• Drive outcomes, not just adoption—develop success plans, track KPIs, and proactively identify risks and opportunities for growth
• Guide customers through frameworks like SOC 2, ISO 27001, HIPAA, PCI, and FedRAMP—ensuring they get more than checkboxes: real, measurable progress
• Own key moments across the customer journey—from onboarding to renewal—with health checks, QBRs, and tailored Mutual Action Plans
• Translate voice of the customer into action—partnering cross-functionally with Product, Engineering, Sales, and Support to influence roadmap and remove friction
• Champion continuous improvement—both in how our customers scale securely and in how we scale our own processes, playbooks, and strategies
• Promote what’s next—drive adoption of new features and ensure Drata continues to evolve alongside each customer’s business

Requirements:

• Deep understanding of compliance frameworks such as SOC 2, ISO 27001, HIPAA, PCI, or FedRAMP, and how they apply to customer environments and business outcomes
• 4+ years of experience in security, compliance (GRC), or identity and access management, supporting commercial or enterprise customers or programs
• 6+ years of experience in Customer Success, Consulting, or Strategic Account Management within a B2B SaaS company, with a strong focus on commercial or enterprise engagement and long-term customer value
• Proven success managing complex relationships, including executive alignment, stakeholder navigation, and success planning across multi-product or regulated environments
• Strong communication skills with the ability to confidently lead conversations with both technical and non-technical stakeholders—particularly around compliance, risk, and automation
• Strategic, outcomes-driven mindset with a knack for translating compliance goals into scalable workflows and measurable impact
• Proficiency with tools such as Salesforce, Catalyst (or similar CS platform), Sigma, and Jira, and a strong understanding of customer workflows and reporting
• Comfortable working in a cross-functional, async-first environment, where you demonstrate trust in teammates, take ownership with humility, and move with urgency and resilience to deliver value to customers