Key skills
Customer Success ManagementOnboarding ManagementImplementation ManagementSaaS Customer-Facing RolesPrivacy OperationsData Privacy Regulations - GDPRData Privacy Regulations - CCPAPrivacy PlatformsCustomer Risk IdentificationCustomer Adoption ManagementCustomer RetentionCommunication with Leadership TeamsStrategic GuidanceProject ManagementAgenticSaaSLeadershipCommunicationCustomer SuccessSales
About this role
DataGrail is the Agentic Data Privacy Platform, and they are seeking a Customer Success Manager to partner with customers in operationalizing their privacy programs. The role involves driving onboarding, adoption, and long-term customer success while advocating for customer needs and improving the product experience.
Responsibilities:
- Own the customer journey from onboarding through long-term success and retention
- Lead customer onboarding and implementation projects, coordinating timelines, stakeholders, and delivery milestones
- Drive platform adoption and customer value by helping organizations operationalize privacy best practices
- Build trusted relationships with customer stakeholders, including privacy, security, legal, and executive teams
- Proactively monitor customer health, identify churn risks early, and drive resolution plans
- Partner cross-functionally with Solutions Architects, Product, Support, and Sales to improve the customer experience
- Identify opportunities to improve onboarding workflows, customer engagement, and operational scalability
- Advocate for customer needs and share actionable feedback to help shape product improvements
Requirements:
- Experience in customer success, onboarding, implementation management, or customer-facing SaaS roles
- Strong understanding of privacy operations and data privacy regulations such as GDPR and CCPA
- Experience working with privacy platforms or related technologies, including tools like DataGrail
- Strong project management and problem-solving skills with the ability to manage multiple customer priorities
- Ability to build trusted relationships with both technical and business stakeholders
- Clear communication skills and confidence working with customer leadership teams
- Ability to proactively identify customer risks, drive adoption, and improve customer outcomes
- Passion for customer success, privacy, and helping organizations navigate evolving compliance challenges
- Experience working with privacy, security, legal, or compliance teams
- Familiarity with SaaS onboarding or implementation workflows
- Experience supporting customers in fast-moving or highly regulated environments