Hybrid Customer Success Manager, MSSP

at Drata

• Job title: Customer Success Manager, MSSP
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $121,600 - $150,200 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

About the role

• Customer Success Manager focusing on MSSP adoption and optimization of Drata's platform. Collaborating with the Partnership team to ensure value-driven engagements and customer outcomes.

Responsibilities

• Serve as primary point of contact and guide overall relationship with MSSPs, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with the Drata Partnership team and other company stakeholders.
• Work with Drata’s Partnership team, to ensure we continue value-selling based approach through customer journey from point of sale through expansion and renewal for MSSPs and their clients.
• Engage daily with our MSSPs and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient engagements.
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each MSSP to align and realign on business objectives, KPIs, product use and product opportunities, and their partnership journey with Drata.
• Conduct QBRs with executive and C-level team members from MSSPs and Drata for our most strategic relationships.
• Build and maintain a deep understanding of Drata’s platform and engage with MSSPs about the most relevant features/functionality for their specific business needs.
• Become a trusted advisor for MSSPs around best practices for utilizing Drata’s platform in progressing the compliance journey of their clients.
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Provide feedback internally on how Drata can grow our MSSP relationships via how we build product, service models, and continually improve our delivery and execution

Requirements

• 3+ years a in Customer Success Management role and 5+ years in a customer-facing role overall
• BA/BS or Equivalent
• Experience in B2B SaaS required
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
• Security, Compliance, and/or GRC experience strongly preferred
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Active listener and capacity to synthesize and take action on complex dialogue and information
• Data-fueled approach to CSM work, growth mindset
• Collaborative, coachable, constructive attitude
• Embody our ethos of ‘Trust’
• Demonstrable previous successes in a high-growth environment
• Resilient and adaptable to change
• High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Benefits

• Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents
• Comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.
• 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 to help you customize and strengthen your overall financial position.
• Up to 16 weeks of paid parental leave (after six months of employment), along with a robust suite of family-support resources.
• Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth.