You embody Drata’s core values in the way you approach and walk out your work as a customer success manager. Our Customer Success Manager (CSM) Shared Success role is critical in helping us realize our goal of providing our customers with an unequaled customer experience. You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally. You obsess customer success through proactive, scaled engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts. Your competitive fire makes you a tenacious and enthusiastic team player, collaborating and forging strong relationships with Drata’s teams to achieve OKRs. You help to tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers. You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for Drata and its customers. In this role, your key performance metrics include NRR, logo and revenue retention, NPS, product adoption and use, and health.

REQUIREMENTS:

• 2-3 years in a Customer Success Management role required, working in Shared Success and/or technical teams is a plus.
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Totango, Salesforce, etc.), Front/shared inbox software required
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, calendaring software, Notion preferred.
• Experience in B2B SaaS required.

• Serve as a resource to our emerging markets customers collaborating closely with a team of CSMs, AMs and incredibly well-resourced CS and GTM teams
• Own a book of business (~400 customers) along with AM counterparts
• Engage with our customers using data to ensure they are using and adopting Drata to the best of their ability
• Engage with customers on a proactive and reactive basis to provide support and guidance to customers along their journey with Drata to drive customer value-realization
• Provide reactive support via a queue of inquiries in accordance with internal SLAs
• Schedule and conduct meetings with customers and key Drata team members in order to work through challenges and customer journey milestones
• Identify, build and supplement existing internal and customer resource libraries, including help articles, FAQs, videos, and emails to increase adoption and ensure retention and satisfaction
• Work collaboratively across pillars of CS, GTM, Operations, and Drata leadership teams to identify and realize value and revenue opportunities for each of our customers
• Escalate and vet inquires with our technical and compliance expert teams as needed
• Advise customers of additional Drata resources such as the in-app technical and compliance support, community, regular webinars
• Assure clarity and transparency of engagement alongside Drata’s account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal
• Become one of a team of trusted advisor for customers around best practices for progressing their compliance journey with Drata, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant Drata team members and stakeholders