Customer Success Manager - Commercial (Remote)

As a Customer Success Manager (CSM) in our Commercial team, you are the driving force behind an exceptional customer experience, fostering trust, integrity, and long-term success through proactive engagement and data-driven insights. With a competitive fire and collaborative spirit, you build lasting relationships—both with customers and cross-functional teams—to drive retention, product adoption, and growth. Backed by a well-resourced and highly collaborative CS and GTM team, you tailor customer programs that optimize and automate alongside customers while championing diverse perspectives to achieve the best outcomes. At a very exciting time in Drata’s growth, you’ll work alongside a humble, driven team, becoming a trusted advisor in our customers’ journeys toward compliance and continuous value realization.

What you’ll do: 

• Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with Drata team and stakeholders
• 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
• Partner with 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
• 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 
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
• Conduct milestone meetings between customers and Drata CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives 
• Conduct QBRs with executive and C-level team members from customer orgs and Drata for our most strategic relationships
• Build and maintain a deep understanding of Drata’s platform and engage with customers about the most relevant features/functionality for their specific business needs
• Become 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 
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Help to grow mutual accountability between Drata and its customers as we build product, service models, and continually improve our delivery and execution 

What you’ll bring: 

• 5+ years a in Customer Success Management role 
• BA/BS or Equivalent
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred 
• Experience in B2B SaaS required
• Security, Compliance, and/or GRC experience strongly preferred
• 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, voracious learner 
• 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.)

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: