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.
What you'll do:
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.
What you'll bring:
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 (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.