Senior Manager, Enterprise Customer Success

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Lead and oversee a team of Enterprise Customer Success Managers, providing mentorship, guidance, and performance evaluations. Cultivate a collaborative and customer-centric atmosphere within the team.

• Work alongside Customer Success Managers to enhance customer value and support their interactions with Drata's enterprise clientele.

• Establish and nurture robust relationships with key stakeholders at enterprise-level customers.

• Comprehend the distinct requirements of each customer, ensuring that their business goals are achieved through our solutions.

• Spot opportunities for upselling and cross-selling based on customer needs and usage trends.

• Collaborate with stakeholders from cross-functional teams (Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support) to create and implement customer success strategies that align with the company's objectives, particularly in enhancing customer satisfaction, retention, and expansion.

• Continuously refine and design customer journeys pertinent to Drata’s enterprise customer segment, including a thorough customer success plan, impactful activities such as roadmap/business value realization, and metrics to assess outcomes.

• Act as a management escalation point for customer issues and concerns, ensuring prompt resolution and customer satisfaction.

• Advocate for customer needs internally to foster overall product enhancements and improvements.

• Track and enhance key performance indicators for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue.

⛳️ Requirements

• A Bachelor's degree in Business, Marketing, or a related field is preferred, with relevant certifications considered a plus.

• Over 10 years of experience in customer success, account management, or a similar role within the SaaS sector, with a strong preference for backgrounds in GRC and/or Security.

• More than 5 years of experience in a leadership or management role.

• Proven experience in scaling a Customer Success Management team to double its size in a rapidly growing environment.

• A successful track record of managing and expanding large enterprise accounts, while driving customer satisfaction and retention.

• Exceptional communication and interpersonal skills, with the ability to foster strong relationships with customers and internal teams.

• A strategic mindset with the capability to develop and implement customer success strategies that align with the company’s goals.

• Strong analytical abilities, with the proficiency to leverage data for decision-making and trend identification.

• Familiarity with customer success software and CRM tools.

🏝️ Benefits

• Health & Wellness: Up to **100% employer-paid premiums** for medical, dental, and vision coverage for employees *and their dependents*, alongside comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.

• Shared Success: We offer stock equity to ensure that as the company flourishes, you share directly in that success. Equity provides every employee a sense of ownership and the chance to celebrate our victories together—because your contributions not only support our progress; they drive our collective success.

• Financial Well-being: A complete suite of financial benefits, including a **401(k) plan**, company-paid **life and disability insurance**, **tax-advantaged spending accounts**, and a variety of **discounted voluntary offerings** to help you tailor and enhance your overall financial position.

• Family Support: We aim to assist you in life’s most significant moments, which is why we provide a paid Parental Leave policy after six months of employment. Employees also gain access to **Kindbody fertility and family-building benefits** and dedicated leave specialists who guide you through the entire process.

• Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your ongoing growth. You’ll also have access to a wide array of internal learning opportunities, ensuring you can acquire new skills, deepen your expertise, and advance your career with confidence.

• Time Off & Flexibility: We believe that to perform at your best, you should have the time necessary for rest, rejuvenation, and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.