Drata is scaling rapidly with Customer Obsession at our core. As the Manager, Customer Operations, you’ll drive efficiency, scalability, and process excellence across the Customer Success organization. Your success will be in proactively identifying opportunities to transform our operations in support of our Customers and CS team members.
This role blends process design, analysis, and project management to improve the entire Customer lifecycle. You’ll work cross-functionally with Customer Success, Finance, Systems, and more to support strategic decision-making and deliver a world-class customer experience.
What you'll do:
- Lead process optimization across onboarding, support, retention, and new product initiatives
- Partner on strategic planning, including fiscal year planning and organizational design
- Drive insights on customer health and adoption with Data & Analytics teams
- Manage cross-functional projects on risk mitigation, business reviews, and service deployments
- Support M&A integrations to unify customer experience across systems and processes
- Define, monitor, and refine KPIs and operational metrics for efficiency and customer value
- Optimize core CS systems, including Salesforce, CSPs, and support platforms
What you'll bring:
- 5-8 years of experience in Customer / CS Ops or related Ops function, ideally within a hyper-growth B2B SaaS environment
- A proven track record of optimizing business processes, managing complex projects, and driving operational excellence within a customer-facing organization
- Exceptional analytical skills, with the ability to translate complex data into clear, actionable insights and strategic recommendations
- Advanced proficiency with CRM platforms (e.g., Salesforce) for reporting, dashboarding, and data management, along with deep knowledge of Customer Success Platforms (CSPs) such as Catalyst, Gainsight, or Totango
- Strong understanding and experience with project management and process optimization tools
- Demonstrated ability to be highly data-driven with an eye for clean and scalable design, leveraging data to inform process improvements and strategic decisions
- Outstanding communication and presentation skills, with the ability to effectively translate complex operational insights into compelling narratives for diverse audiences, including senior leadership.
- A strategic mindset that connects day-to-day operational execution to broader business goals and long-term scalability
- Proficiency working with and presenting to senior leadership and technical teams in Data Engineering, Product Development, and Systems Integrations
- Ability to manage competing priorities in a results-driven environment
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, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range 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 salary ranges for this role are below, subject to change.
Tier 1: $132,600 - $163,800
Tier 2: $119,300 - $147,400
Tier 3: $106,100 - $131,000
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.
Drata is on a mission to serve as the trust layer between great companies.
Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers.
We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We know how burdensome achieving and maintaining a strong GRC posture can be with the rise in compliance regulations. 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.
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