Customer Success Manager (Remote)

We're looking for a Customer Success Manager (Scaled) to join our team at Drata supporting the SafeBase product. In this role, you will play a crucial role in ensuring successful outcomes at scale. 

• Ensure customers can fully onboard onto SafeBase in under 30 days.

• Identify areas of opportunity where we could automate and scale touch points along the customer journey (e.g. onboarding process).

• Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact.

• Host and facilitate training sessions and workshops.

• Develop content and outreach to support onboarding and adoption goals.

• Identify trends for common customer challenges and proactively suggest ways to address them.

• Engage 1:1 with customers at critical points in the customer journey to ensure adoption and success.

• Partner with other team members and flag at-risk accounts, providing customer insights, and surfacing expansion opportunities.

• Lead renewal and upsell conversations, addressing pricing and contract terms as part of the discussion. Driving the process to ensure a successful and timely outcome by obtaining the necessary signatures and documentation.

• Proven experience (3+ years) in a customer success or account management role, particularly with SMB customers and high volume (100+ customer book).

• Active listener & exceptional customer-facing and internal written and communication skills

• Strong communication and presentation skills, with the ability to articulate complex concepts clearly.

• Comfortable challenging customers and driving conversations around product optimization.

• Exceptional project management and time management skills.

• Desire for ownership and growth in the role over time.

Preferred Experience:

• Previously worked at a high-growth SaaS startup

• Experience with today’s most popular customer success and support applications

• Experience with Slack, Chili Piper/calendaring software, CR

Benefits:

• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge

• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)

• 100% paid short and long term disability plus life + AD&D benefits

• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities

• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries

• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)

• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office

• 401K: Reach your financial goals while reducing your taxes

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change. Please note: You will see a wider range of OTE on this listing as we are hiring for two roles at different levels with the same minimum YOE.

Tier 1: $97,200 - $150,200

Tier 2: $87,500 - $135,200

Tier 3: $77,800 - $120,200

You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.

Drata is on a mission to serve as the trust layer between great companies.

Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers.

We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We know how burdensome achieving and maintaining a strong GRC posture can be with the rise in compliance regulations. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.

Our team of SaaS, security, compliance, and audit experts have built a better way - with automation

Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.