Senior Manager, Enterprise Customer Success

Mission & Values

Our Mission & Values: At Drata, we help companies earn and keep the trust of their users, customers, partners, and prospects. We’re the proof layer that shows great companies deserve the trust they aim to build.

We live our values every day. Built on Trust means consistency is everything. Act with Integrity by always doing the right thing. Being Customer‑Obsessed keeps the people we serve at the center of our work. Competitive Fire drives us to push ourselves harder than anyone else. Diversity brings unique perspectives that lead to better solutions. Automation First ensures we save time and money by making efficiency a priority.

At Drata, we’re not just building software – we’re building a mindset. Everything we do springs from:

Be a Driver (Owner‑Operator Mentality): Own your work. Improve relentlessly. Deliver results.

Move at Drata Speed (Precision & Velocity): Fast decisions. Quick learning. Immediate impact.

We’re an award‑winning, mission‑driven team of 600+ people worldwide, united by a culture that values trust, speed, and continuous growth.

We are seeking an experienced and strategic Senior Manager of Enterprise Customer Success to lead our Enterprise Customer Success team  ideal candidate will possess deep knowledge of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion.

This role requires a leader who balances strategic thinking with hands‑on execution. You will build and own critical CS processes, drive cross‑functional collaboration across Sales, Product, Engineering, Professional Services, and Support teams, and serve as a trusted advisor to customers and internal stakeholders.

• Lead and manage a team of Enterprise Customer Success Managers, providing guidance, mentorship, and performance feedback while fostering a customer‑focused culture.
• Ensure the CS team maintains CRM hygiene, customer cadence, and high‑value‑add activities that directly correlate with financial performance.
• Collaborate with Customer Success Managers to optimize customer value and support their work with Drata’s enterprise customers.
• Develop and maintain strong relationships with key stakeholders at enterprise‑level customers, ensuring their business objectives are met.
• Identify upsell and cross‑sell opportunities based on customer needs and usage patterns.
• Collaborate with cross‑functional teams—Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support—to develop and execute customer success strategies aligned with company goals, focusing on satisfaction, retention, and expansion.
• Revamp and develop customer journeys for the enterprise segment, including comprehensive success plans, high‑impact activities such as roadmaps and business value realization, and metrics to measure outcomes.
• Monitor and refine adoption strategies for the largest, most strategic customers.
• Serve as the CS escalation point for customer issues, ensuring swift resolution and high satisfaction.
• Advocate for customer needs internally to drive product improvements and enhancements.
• Provide thought leadership for our customers and build executive‑level relationships with key accounts.
• Develop and implement strategies to proactively identify and address churn risks, ensuring high retention and expansion rates.
• Work with the CS team and customers’ champions to identify overall opportunities for expansion and facilitate growth in product usage.
• Monitor and refine key performance metrics for the enterprise customer success team, including customer satisfaction, net promoter score, retention rates, and expansion revenue.
• Utilize data and analytics on team and customer performance to identify trends and make data‑driven decisions regarding process improvements, tools, and service models.

• Experience scaling a CSM team in a hyper‑growth environment.
• Proven track record of managing and growing large enterprise accounts, driving satisfaction and retention.
• Excellent communication…