Senior Manager, Customer Success
As Senior Manager of Customer Success at DataGrail, you will lead and develop a team of Customer Success Managers (CSMs) dedicated to helping clients operationalize privacy at scale. This player-coach role involves direct customer engagement, real-time coaching for your team, and ownership of the team's renewal performance, all while fostering a culture that scales with the business. DataGrail, known for its agentic privacy platform, is entering a pivotal growth phase, and your leadership will be instrumental in shaping the evolution of Customer Success.
In this role, you will lead, coach, and develop a team of CSMs across all customer segments by engaging in calls, providing real-time feedback, and actively enhancing team performance. You will own the team's renewal performance, aiming for a consistent 95%+ renewal rate, and serve as the first line of defense for your team, addressing questions, problems, and escalations. Additionally, you will build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential. Ensuring that Executive Business Reviews (EBRs) are completed where needed and that every low-engagement account has a documented, proactive re-engagement plan will also be part of your responsibilities. You will develop a deep understanding of the DataGrail product, staying technically sharp to address complex product questions with customers and CSMs. Driving AI adoption across the CS team by evaluating tooling, rolling it out, and ensuring its effective use will be crucial. Collaboration with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations is also key. Representing Customer Success cross-functionally by advocating for your team and customers in conversations with Product, Sales, and leadership, and building scalable team structures, playbooks, and processes to maintain high-quality service as the business grows, are essential aspects of this role.
To be successful in this role, you should have experience leading customer success teams in a fast-moving SaaS environment, with a proven track record of owning and improving renewal rates and retention metrics. Strong coaching instincts are essential—you should be able to develop people, not just manage them, and provide direct, actionable feedback that drives behavioral change. Comfort with data management is important; you should understand your metrics, interpret their meanings, and act on trends proactively. Technical fluency is necessary to engage credibly on complex customer and product questions without needing a technical resource in the room. Experience driving AI adoption within a Customer Success team, or a strong interest and initiative to build that capability quickly, is beneficial. The ability to build trust quickly with your team, customers, and cross-functional partners is crucial. Strong cross-functional instincts, demonstrated through confident advocacy, collaborative partnership, and the ability to influence without direct authority, are important. Comfort in fast-moving, high-ambiguity environments where priorities shift and reinvention is constant is also necessary.
The compensation for this role includes a base salary ranging from $180,000 to $210,000 USD, with additional variable components. All full-time regular employees are eligible for equity, health, dental, and vision insurance plans, a remote-first working environment, a 401(k) savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work-from-home stipend. Please note that benefits are subject to change.
DataGrail is at the forefront of data privacy, helping leading brands automate privacy and control risk with secure, human-governed AI that scales. As a Senior Manager of Customer Success, you will play a pivotal role in shaping how Customer Success evolves as the company scales. This is an opportunity for a leader who thrives in complex and fast-changing environments and wants to help define a category that is increasingly critical to how modern companies operate.