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Customer Success Manager, Shared Success (Remote)
Company | Drata |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-10-13 |
Posted at | 7 months ago |
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. You will be accountable for providing scaled touchpoints and creative content, as well as responsive guidance that drive immediate and continuous value realization to our customers. You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success. In short, you will be a part of a team providing consultative and trusted advice along our customers journeys towards compliance and continuous value realization.
- Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
- Serve as a resource to our emerging markets customers in a pooled/shared support model, collaborating closely with a team of CSMs and incredibly well-resourced CS and GTM teams
- 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
- 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
- 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
- Leverage data/metrics, touchpoints, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
- Escalate and vet inquires with our technical and compliance expert teams as needed
- We’re scaling fast, so these may change as we grow!
- 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
- Provide reactive support via a queue of inquiries in accordance with internal SLAs
- Help to build automated and provide ad hoc proactive support and guidance to customers along their journey with Drata to drive customer value-realization
- Advise customers of additional Drata resources such as the in-app technical and compliance support, community, regular webinars
- Schedule and conduct ad-hoc meetings with customers and key Drata team members in order to work through specific challenges and customer journey milestones
- Help to grow mutual accountability between Drata and its customers as we build product, service models, and continually improve our delivery and execution
- Embody our ethos of ‘Trust’
- Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
- High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)
- Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
- Data-fueled approach to CSM work, voracious learner
- BA/BS or Equivalent
- Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.), Front/shared inbox software required
- Resilient and adaptable to change
- Collaborative, coachable, constructive attitude
- Active listener and capacity to synthesize and take action on complex dialogue and information
- 4+ years a in Customer Success Management role required, working in Shared Success and/or technical teams is a plus
- Demonstrable previous successes in a high-growth environment
- Experience in B2B SaaS required
- Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
- Charitable Giving Program: Up to $500 match for qualified charities
- 401K: Reach your financial goals while reducing your taxes
- Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
- Health & Wellness: 100% coverage for medical, dental, and vision plans - for employee and dependents + on demand health care concierge
- 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
- Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
- HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care
- 100% paid short and long term disability plus life + AD&D benefits
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