Join Drata as a Customer Success Manager (CSM) Scaled and help revolutionize the way companies achieve trust and compliance. As a CSM, you’ll be the trusted guide for our customers, ensuring they achieve success and maximize value from Drata’s platform. Your role will focus on building lasting relationships, leveraging data for insights, and working cross-functionally to help customers on their compliance journey.You’ll be at the heart of our mission, guiding our customers to success by building genuine, lasting relationships. You’ll not only embody Drata’s core values—you’ll bring them to life in every interaction, with both customers and your internal teams.
Managing a large portfolio of 400+ customers, you'll need a proactive, analytical mindset to engage effectively and efficiently. Your ability to foster trust, collaborate across teams, and use data will be critical to driving customer satisfaction, retention, and expansion.
What you’ll do:
- Serve as the primary point of contact for your customers, guiding their relationship with Drata to drive product adoption, NPS, expansion, and renewals. You’ll work closely with internal teams and stakeholders to ensure customer success.
- Manage a large portfolio of over 400 customers. Your ability to use data and take an analytical approach will be key to effectively supporting your Book of Business.
- Lead the onboarding of new customers, ensuring a consistent and efficient process that accelerates their GRC journey and delivers quick value.
- Collaborate across Customer Success (CS), GTM, Operations, and leadership teams to identify and unlock value and revenue opportunities for each customer.
- Partner with Drata’s Account Executives, management, and sales leaders to maintain a value-based sales approach throughout the entire customer journey—from initial sale to expansion and renewal.
- Engage daily with customer and performance data, using insights to make your work and customer interactions more efficient and impactful.
- Use CSG data to guide customers through the Customer Lifecycle Journey (CLJ), helping them reach the Value Stage, which improves the chances of renewal and expansion.
- Work with Drata’s partner ecosystem to support the CLJ and ensure customers are well-supported throughout their journey.
- Build a deep understanding of Drata’s platform so you can advise customers on the most relevant features for their specific business needs.
- Become a trusted advisor, offering best practices and guidance to help customers progress in their compliance journey, while nurturing and expanding relationships within each customer organization.
- Foster mutual accountability between Drata and its customers as we continuously improve our products, services, and execution to meet their needs.
What you bring:
- 2+ years in a Customer Success Management role, with 5+ years in customer-facing positions.
- Experience in B2B SaaS is essential.
- Confident user of Slack, Zoom, Google Workspace/GSuite, and CRM systems like Catalyst or Salesforce.
- Familiarity with tools like Jira, Gong, Sigma, Chili Piper, and Notion is a plus.
- Experience in Security, Compliance, and/or GRC is highly valued.
- You’re an empathetic, diplomatic, and honest communicator, skilled in both written and verbal communication.
- A great listener with the ability to understand complex conversations and take thoughtful action.
- You approach your work with a data-driven mindset and a commitment to growth.
- You’re collaborative, open to feedback, and have a positive, constructive attitude.
- You live our core value of Trust.
- Proven success in high-growth environments.
- Adaptable and resilient, you excel at managing and balancing priorities across customers and organizational needs.
Additional Information
This is an exciting opportunity to play an integral part in Drata’s EMEA Customer Success Group. We expect you to be an incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. This is not a 9-5 clock in and clock out position (or company), and you expect to thrive–not in a silo, but in an incredibly well-resourced, supportive, customer-fueled environment.
Benefits:
- Supplemental health benefits offered
- 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
This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The expected range of On-Target Earnings for this role is GBP £57,800 - £71,400, subject to change.
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.
Drata is on a mission to help build trust across the internet.
Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness.
We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.
Our team of SaaS, security, compliance, and audit experts have built a better way - with automation.
Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.
