Customer Success Manager (Remote)

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.