Director, Customer Success Digital

Join Drata as our new Director of Customer Success Digital! In this role you will provide mentorship, direction and empower the Customer Success Group to build strong and lasting relationships with our customers through both digital and human interactions. As a Digital Success Leader, you will be leading a team of Scaled Success CSMs and driving the successful implementation, adoption, and optimization of digital initiatives within the organization. You will play a pivotal role in guiding organizations through digital transformation journeys, ensuring that technology investments translate into tangible business value and competitive advantage. This role requires a blend of strategic thinking, technical acumen, and leadership skills to drive immediate and longer term success in today’s digital-first environment.

What you’ll do:

1. Strategy Design and Implementation Oversight:
   • Collaborate with senior management to define digital transformation objectives and roadmap.
   • Develop strategies to integrate digital solutions into core business processes with priorities focusing on the emerging/down market segment first then across all customer segments (mid and upper). 
   • Lead the planning, execution, and monitoring of digital projects and initiatives.
   • Ensure alignment of digital projects with organizational goals and budget constraints.
2. Change Management:
   • Drive change management efforts to foster a culture of digital adoption.
   • Provide guidance and support to team’s transitioning to new digital tools and processes.
   • Act as a liaison between IT, marketing, operations, product and other departments to ensure cross-functional collaboration.
   • Identify potential risks and challenges associated with digital projects and Implement risk mitigation strategies to minimize disruptions and ensure project continuity.
3. Performance Management and Monitoring:
   1. Establish metrics and KPIs to measure the success and impact of the digital initiatives across all customer segments
   2. Responsible for managing a team of Scaled CSMs by providing coaching and establishing performance metrics to measure progress and accelerate adoption and GRR/NRR growth at scale
   3. Monitor performance data and conduct regular reviews to optimize digital solutions and where we need to balance both human and digital services.
4. Training and Development:
   • Develop training programs and resources to build digital competency across the organization.
   • Conduct workshops and seminars to educate employees on new digital tools and technologies.
5. Innovation and Optimization:
   • Stay abreast of industry trends and emerging technologies relevant to the organization.
   • Drive continuous improvement initiatives to optimize digital processes and outcomes.

What you’ll bring:

• 10+ years of proven experience in Customer Success or similar role focusing on scaled and digital transformation from SaaS organizations
• 5-8 years of talent management experience and proven track record of accelerating GRR and NRR at scale
• Project management, or IT leadership roles. Experience in change management is highly desirable
• Experienced in tool evaluations/integrations with the latest technologies to drive high impact using data, AI and various digital signals to improve product adoption
• Strong leadership and influencing skills
• Excellent communication and interpersonal skills
• Strategic thinking and problem-solving abilities
• Proficiency in project management methodologies
• Understanding of digital technologies and their business applications

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
• 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. 

Tier 1: $230,900 - $285,180

Tier 2: $207,810 - $256,662

Tier 3: $184,720 - $228,144

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.