Customer Success Manager - EMEA

Job Summary

We are hiring a Customer Success Manager to drive value through measurable outcomes for our strategic customers. You are a partner to our largest customer(s) and will be a key player in driving adoption and value of the Drata platform through a deep understanding of our customer's business objectives and goals. You will collaborate closely with the Account Management, Sales, Product, and Marketing teams. The ideal candidate will possess a deep understanding of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion.

This is a hybrid role located in London.

What you'll do

• Serve as primary point of contact for executive-level stakeholders, understanding their strategic objectives and aligning our solutions to meet their business goals in order to accelerate time to value

• Capable of managing a Book of Business which could include 100+ customers

• Create Mutual Action Plans based on the customer's business objectives and review progress with the customer stakeholders, through monthly health checks and quarterly business reviews

• Approach book of business with deep curiosity to align and realign on business objectives, KPIs, product use and product opportunities, to support the progression of customer compliance journey, and overall compliance status

• Identify customer challenges and risks, develop and drive cross-functional mitigation plans to avoid churn

• Align and collaborate with Account Managers on renewal forecasts and up-sell strategies, with a focus on customer retention

• Demonstrate and promote the latest features and capabilities of the Drata platform to ensure customers are using key product features that align with their desired outcomes

• Leverage available data to drive key actions that deliver value throughout the customer journey

• Become trusted advisor for customers around best practices for progressing their compliance journey with Drata, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant Drata strategic team members and stakeholders

What you'll bring

• 4+ years of Customer Success or Consulting experience

• 2+ years experience in Security and/or Compliance

• Strong communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences

• Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment

• Experience managing a large volume of accounts

• Data-fueled approach to CSM work, curious about data and insights, and have used Salesforce, Catalyst, Sigma and Jira

How we support you

• Health & Wellness: 100% coverage for supplemental medical and dental for employees and dependents

• Learning & Development: $500 USD annually towards professional development opportunities + $250 USD annually towards personal development opportunities

• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries

• Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)

• Work Remotely: Flexible hours and work from home plus up to $1,000 USD 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 applicable range of On-Target Earnings (OTE) for this role is between £76,500 - £94,500, subject to change.

A variety of factors are considered when determining someone's leveling and compensation-including a candidate's professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.