DataGrail

Customer Success Manager

• 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.

Senior Manager, Customer Success

• Own the customer journey from onboarding through long-term success and retention.
• Lead customer onboarding and implementation projects, coordinating timelines, stakeholders, and delivery milestones.
• Drive platform adoption and customer value by helping organizations operationalize privacy best practices.
• Build trusted relationships with customer stakeholders, including privacy, security, legal, and executive teams.
• Proactively monitor customer health, identify churn risks early, and drive resolution plans.
• Partner cross-functionally with Solutions Architects, Product, Support, and Sales to improve the customer experience.
• Identify opportunities to improve onboarding workflows, customer engagement, and operational scalability.
• Advocate for customer needs and share actionable feedback to help shape product improvements

Implementation Specialist

• Serve as the primary technical resource for DataGrail Consent implementations
• Guide customers through mobile app consent implementations
• Partner with Customer Success to build structured troubleshooting playbooks
• Identify patterns in recurring implementation issues and build scalable solutions
• Maintain and improve technical documentation for Consent banner deployment

Senior Manager, Customer Success

Customer Success Manager

Implementation Specialist, Consent