Senior Customer Success Manager
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Job Description
Senior Customer Success Manager at Drata leading relationships and advising on compliance frameworks for major clients. Focus on securing customer success and strategic growth in security posture.
Responsibilities:
- Lead strategic relationships with commercial customers—earning executive trust and becoming a go-to advisor on compliance program success
- Drive outcomes, not just adoption—develop success plans, track KPIs, and proactively identify risks and opportunities for growth
- Guide customers through frameworks like SOC 2, ISO 27001, HIPAA, PCI, and FedRAMP—ensuring they get more than checkboxes: real, measurable progress
- Own key moments across the customer journey—from onboarding to renewal—with health checks, QBRs, and tailored Mutual Action Plans
- Translate voice of the customer into action—partnering cross-functionally with Product, Engineering, Sales, and Support to influence roadmap and remove friction
- Champion continuous improvement—both in how our customers scale securely and in how we scale our own processes, playbooks, and strategies
- Promote what’s next—drive adoption of new features and ensure Drata continues to evolve alongside each customer’s business
Requirements:
- Deep understanding of compliance frameworks such as SOC 2, ISO 27001, HIPAA, PCI, or FedRAMP, and how they apply to customer environments and business outcomes. (Required)
- 4+ years of experience in security, compliance (GRC), or identity and access management, supporting commercial or enterprise customers or programs. (Required)
- 6+ years of experience in Customer Success, Consulting, or Strategic Account Management within a B2B SaaS company, with a strong focus on commercial or enterprise engagement and long-term customer value. (Required)
- Proven success managing complex relationships, including executive alignment, stakeholder navigation, and success planning across multi-product or regulated environments.
- Strong communication skills with the ability to confidently lead conversations with both technical and non-technical stakeholders—particularly around compliance, risk, and automation.
- Strategic, outcomes-driven mindset with a knack for translating compliance goals into scalable workflows and measurable impact.
- Proficiency with tools such as Salesforce, Catalyst (or similar CS platform), Sigma, and Jira, and a strong understanding of customer workflows and reporting.
- Comfortable working in a cross-functional, async-first environment, where you demonstrate trust in teammates, take ownership with humility, and move with urgency and resilience to deliver value to customers.
Benefits:
- Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together—because your contributions don’t just support our progress; they help drive our collective success.
- Health & Wellness: Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents, along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.
- Financial Well-being: A comprehensive suite of financial benefits, including a 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position.
- Family Support: We want to support you in life's most important moments, so we offer a paid Parental Leave policy, after six months of employment. Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
- Growth & Development: Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth. You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.
- Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.
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