VP, Customer Success Management
Drata
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $310,500 - $383,300 per year
Job Level
Lead
About the role
- Develop and execute a comprehensive global customer success management strategy aligned with Drata’s mission and growth objectives, covering all customer segments (Enterprise, Commercial, Emerging)
- Lead, mentor, and scale a high-performing Customer Success Management team (~50 members)
- Own customer retention and expansion outcomes, meeting or exceeding targets for GRR and NRR
- Ensure customers rapidly achieve their desired outcomes and realize full value from Drata’s platform
- Champion scalable processes and operational excellence within the Customer Success Management organization
- Partner closely with Sales, Product, Engineering, Professional Services and Support leadership
- Serve as an executive sponsor for key strategic customers and partners.
Requirements
- 10+ years of experience in customer success or related customer-facing roles within B2B SaaS, including extensive work with enterprise-level customers
- At least 5 years of this experience should be in senior leadership positions (Director, VP or equivalent)
- Demonstrated success in building, scaling, and managing large teams (50+ members)
- Strong history of driving exceptional customer outcomes in prior roles such as improving retention rates, expanding account value, and elevating customer satisfaction
- Big-picture thinker with the ability to craft a vision for Customer Success and translate it into actionable plans
- Excellent communication, presentation, and stakeholder management skills.
- Proven ability to work across departments to achieve common goals.
- Forward-thinking mindset with experience optimizing processes and leveraging modern tools to scale Customer Success operations.
- Thrives in a fast-paced, high-growth setting.
Benefits
- Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents
- 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
- Up to 16 weeks of paid parental leave (after six months of employment)
- Generous annual stipends for both professional and personal development
- Flexible vacation policy, paid holidays, and other perks to recharge.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementB2B SaaSteam managementcustomer retentionaccount expansioncustomer satisfactionprocess optimizationoperational excellencestrategic planningstakeholder management
Soft skills
leadershipmentoringcommunicationpresentationcollaborationvision craftingbig-picture thinkingadaptabilityproblem-solvingcustomer advocacy