Senior Manager, Enterprise Customer Success - US Central

Drata

9d

About The Position

We are seeking an experienced and strategic Senior Manager of Enterprise Customer Success to help lead our Enterprise Customer Success team at Drata. The ideal candidate will possess a deep understanding of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion.
This role requires a leader who can balance strategic thinking with hands-on execution—someone who will build and own critical CS processes, drive cross-functional collaboration across Sales, Product, Engineering, Professional Services, and Support teams, and serve as a trusted advisor to both customers and internal stakeholders. You will be instrumental in scaling our enterprise CS motion while maintaining the high-touch, consultative approach that our largest customers expect.
For this role, we will be hiring a candidate in only one of the three locations: Austin, Chicago or Dallas.

Requirements

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

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
• Experienced in scaling a CSM team into 2X in a hyper growth environment.

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: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment. 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