Customer Success Manager, MSSP

Drata • San Francisco, CA

8d

About The Position

As a Customer Success Manager focused on MSSPs, you’ll be the key point of contact, driving adoption and optimizing the use of Drata’s platform to fuel expansion, renewal, and positive customer outcomes. You’ll collaborate closely with our Partnership team to ensure value-driven engagements, leading regular cadence meetings and strategic QBRs with executive stakeholders. By leveraging performance metrics and data, you’ll proactively identify opportunities, mitigate risks, and become a trusted advisor for MSSPs, guiding them through their compliance journey and maximizing the impact of Drata’s platform on their business. With a relationship-building mindset and a driver mentality, you’ll foster deep connections with MSSP partners, driving their success while creating opportunities for your own growth in a fast-paced, high-impact environment.

Requirements

• 3+ years a in Customer Success Management role and 5+ years in a customer-facing role overall
• BA/BS or Equivalent
• Experience in B2B SaaS required
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Active listener and capacity to synthesize and take action on complex dialogue and information
• Data-fueled approach to CSM work, growth mindset
• Collaborative, coachable, constructive attitude
• Embody our ethos of ‘Trust’
• Demonstrable previous successes in a high-growth environment
• Resilient and adaptable to change
• High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Nice To Haves

• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
• Security, Compliance, and/or GRC experience strongly preferred

Responsibilities

• Serve as primary point of contact and guide overall relationship with MSSPs, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with the Drata Partnership team and other company stakeholders.
• Work with Drata’s Partnership team, to ensure we continue value-selling based approach through customer journey from point of sale through expansion and renewal for MSSPs and their clients.
• Engage daily with our MSSPs and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient engagements.
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each MSSP to align and realign on business objectives, KPIs, product use and product opportunities, and their partnership journey with Drata.
• Conduct QBRs with executive and C-level team members from MSSPs and Drata for our most strategic relationships.
• Build and maintain a deep understanding of Drata’s platform and engage with MSSPs about the most relevant features/functionality for their specific business needs.
• Become a trusted advisor for MSSPs around best practices for utilizing Drata’s platform in progressing the compliance journey of their clients.
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Provide feedback internally on how Drata can grow our MSSP relationships via how we build product, service models, and continually improve our delivery and execution

Benefits

• Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success.
• Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents, along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.
• Financial Well-being: A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position.
• Family Support: Up to 16 weeks of paid parental leave (after six months of employment), along with a robust suite of family-support resources. Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
• Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.
• Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees