Senior Manager, Customer Success
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Job Description
Senior Manager leading a Customer Success team to operationalize privacy at scale. Driving team performance and customer satisfaction at DataGrail.
Responsibilities:
- Lead, coach, and develop a team of CSMs across all customer segments by getting on calls, giving real-time feedback, and actively making people better at their jobs.
- Own the team's renewal performance and drive toward a consistent 95%+ renewal rate.
- Be the first line of defense for your team — the person every CSM brings their questions, problems, and escalations to before they go anywhere else.
- Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential.
- Ensure EBRs are completed where needed and every low-engagement account has a documented, proactive re-engagement plan.
- Develop a deeper understanding of the DataGrail product than anyone else on the CS team — staying technically sharp enough to get in the weeds with customers and CSMs on complex product questions.
- Ensure the CS org is consistently enabled on the new product features & functionality and current on privacy trends & regulations.
- Drive AI adoption across the CS team by evaluating tooling, rolling it out, and making sure the team is using it wherever it creates real leverage.
- Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations.
- Represent CS cross-functionally by advocating for your team and your customers in conversations with Product, Sales, and leadership.
- Build scalable team structure, playbooks, and processes that keep CS quality high as the business grows.
Requirements:
- Experience leading customer success teams in a fast-moving SaaS environment, with a track record of owning and improving renewal rates and retention metrics.
- Strong coaching instincts — you develop people, not just manage them, and you know how to give direct, actionable feedback that changes behavior.
- Comfort managing with data — you know your metrics, you know what they mean, and you act on trends before they become problems.
- Enough technical fluency to engage credibly on complex customer and product questions without needing a technical resource in the room.
- Experience driving AI adoption within a CS team, or strong interest and initiative to build that muscle quickly.
- Ability to build trust quickly with your team, with customers, and with cross-functional partners.
- Strong cross-functional instincts demonstrated through confident advocacy collaborative partnership, and the ability to influence without direct authority.
- Comfort in fast-moving, high-ambiguity environments where priorities shift and reinvention is constant.
Benefits:
- equity
- health, dental & vision insurance plans
- remote-first working environment
- 401k savings plan
- parental leave
- wellness benefits
- flexible time off
- paid holidays
- work from home stipend
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