Senior Manager, Customer Success

Senior Manager, Customer Success

DataGrail is seeking a Senior Manager, Customer Success to lead and develop a team of Customer Success Managers (CSMs). This is a critical player-coach role focused on helping DataGrail's customers operationalize privacy at scale, ensuring customer retention, and contributing to the company's growth phase.

About the Role

As Senior Manager, Customer Success, you will:

• Lead, coach, and develop a team of CSMs across all customer segments, providing real-time feedback and actively improving their performance.
• Own the team's renewal performance, driving towards a consistent 95%+ renewal rate.
• Serve as the primary point of escalation for your team, addressing questions, problems, and issues.
• Maintain deep knowledge of all accounts, including health signals, engagement levels, renewal timelines, and expansion potential.
• Ensure Executive Business Reviews (EBRs) are completed and that low-engagement accounts have documented, proactive re-engagement plans.
• Develop in-depth product knowledge to assist customers and CSMs with complex product questions.
• Ensure the Customer Success organization is consistently enabled on new product features, functionality, and current privacy trends and regulations.
• Drive AI adoption within the CS team by evaluating and rolling out new tooling.
• Partner with the Director of Implementation to ensure timely and exceptional delivery of implementations.
• Represent Customer Success cross-functionally, advocating for your team and customers in discussions with Product, Sales, and leadership.
• Build scalable team structures, playbooks, and processes to maintain high CS quality as the business grows.

Requirements

We are looking for candidates with:

• 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 and a passion for developing people.
• Comfort managing with data, understanding key metrics, and acting on trends.
• Sufficient technical fluency to engage credibly on complex customer and product questions.
• Experience driving AI adoption within a CS team, or a strong interest and initiative to build this capability.
• The ability to build trust quickly with your team, customers, and cross-functional partners.
• Strong cross-functional collaboration and influencing skills.
• Comfort working in fast-moving, high-ambiguity environments.

Bonus Points:

• Experience in privacy, data governance, or compliance-adjacent industries.
• Background as a player-coach.
• Experience building or scaling a CS team from an early-stage foundation.

What We Offer

• Compensation Range: $180,000 - $210,000 USD (OTE)
• Eligibility for equity.
• Comprehensive health, dental, and vision insurance plans.
• Remote-first working environment.
• 401k savings plan.
• Parental leave.
• Wellness benefits.
• Flexible time off and paid holidays.
• Work-from-home stipend.

About DataGrail

DataGrail is the Agentic Data Privacy Platform, helping leading brands automate privacy and control risk with secure, human-governed AI. Our platform, powered by Vera, features over 2,500 integrations and a robust security architecture, designed to solve complex privacy challenges. DataGrail is recognized as a privacy leader and holds a 4.8/5-star rating on G2.

DataGrail is an equal opportunity employer committed to diversity and inclusion.