Drata is looking for a Director of Customer Success to join the team! In this role you will provide mentorship, direction and empower the current CSM team to build strong and lasting relationships with our customers. You have a strong passion for ensuring customer’s success, previous hands-on leadership experience and thrive in a fast-paced environment. You work proactively with your staff to improve the performance of the company and optimize the use of its products and services. You are naturally a big-picture thinker able to focus on how to shape the vision for what's possible for Drata and its customers. You are not looking for 9-5, but a role that will shape the future of the business and allow you to work collaboratively with an all star team. You want to make an impact; ownership is one of your core values.

What you’ll do:

• Work with our VP of Customer Success to develop, implement, build and lead the customer success strategy
• Lead, manage, and develop a team of remote CSM, Managers and CSM’s focused on SaaS customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention and growth
• Interface effectively with customers, partners and internal resources to drive scalable, enabling processes
• You love to build and know how to balance operational needs with strategic planning.
• Identify methods to improve & standardize processes with an eye towards scalability, including implementing technologies, building processes and measuring team performance
• Partner closely with leadership to hire, develop and onboard all levels and roles in the CSM portion of the CS org to serve the needs of our customers
• Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational design and structure
• Oversee your team's operations and productivity; track and report critical customer success KPIs

Requirements

What you’ll bring:

• People manager at heart - you love mentoring, leading and contributing to the professional development of those around you
• Demonstrated management experience leading teams in a fast growing company
• 5+ years in a leadership/management role; 8+ years of experience in Customer Success at a SaaS company with an emphasis on > $100k ARR relationships
• You have led a team within a fast-growing, highly ambiguous environment and have successfully navigated similar environments at other companies
• Experience navigating complex enterprise organization with proven ability to influence contacts across all areas of an organization including presenting to internal senior executives
• Experience in building customer retention strategies and training teams accordingly
• Proven ability to lead outstanding teams and build scalable, enabling processes that keep employees, customers, and partners highly engaged
• Identify and implement operational improvements across your team, levering customer and team performance data
• Proven ability to develop strategies, translate them into initiatives and track successful delivery within a startup environment
• Passion to use data over anecdotes in understanding customer expansion and churn
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
• Comfortable with ambiguity. You bring structure and process to the team when needed, but don't overly complicate.

Benefits

• Health & Wellness: 100% coverage for medical, dental, and vision - employee and dependents.
• Learning & Development: $500 annually towards personal development opportunities.
• Unlimited PTO: Unlimited vacation policy for strong, fully charged batteries.
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn or newly adopted child.
• Work Remotely: Flexible hours and work from home (especially these days!)
• 401K: Reach your financial goals while reducing your taxes
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care.

About Us:

Drata is on a mission to help build trust across the internet.

Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness for SOC 2, ISO 27001, HIPAA, GDPR and PCI DSS.

We all recognize the importance of earning and keeping the trust of our customers. A clean SOC 2 report proves to our customers that we do the things we say we do when it comes to protecting their data. We all want to provide our customers with that verified proof, but as SaaS veterans ourselves we've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company.

Our team of SaaS, security, compliance, and audit experts have built a better way - with automation!