DataGrail

Customer Success Manager

• Act as a trusted advisor to DataGrail customers, empowering them to maximize the value of our platform through expert guidance, proactive support, and strategic insights.
• Own the end-to-end customer journey from initial onboarding through ongoing success to ensure long-term value.
• Lead strategic implementations and manage customer onboarding projects, coordinating resources, schedules, and risks to ensure timely and successful delivery.
• Drive adoption and value realization by educating customers on privacy best practices and ensuring they maximize use of the platform.
• Build trusted relationships with key customer stakeholders, including executives, to drive engagement and retention.
• Proactively identify and solve customer challenges by monitoring health, mitigating risks early, and implementing tailored action plans.
• Collaborate cross-functionally with Sales, Product, and Support to enhance customer experience and drive expansion opportunities.
• Optimize and scale customer success processes; contribute to internal initiatives, knowledge sharing, templates, and playbooks.
• Deliver platform demos, onboard and train customers, present customer-facing product roadmaps, and provide structured feedback to influence product development.
• Drive measurable adoption/engagement improvements, identify and mitigate churn risk, and develop training modules for team scalability.