Senior Manager, Enterprise Customer Success - US Central

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. Our Culture & Work Style 🚀 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. Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. Deliver value. Stay hungry. If you thrive when you’re empowered, energized, and working with smart, mission-driven people where you’ll feel at home here. Why Join The Drata Team? The best way to understand the Driver’s Mindset is to see it in action. We’re an award-winning, mission-driven team of 600+ people worldwide , united by a culture that values trust, speed, and continuous growth. See the Speed: Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years Hear the Voice of the Team : Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. Experience the Impact : See why we are consistently recognized on Fortune's Best Workplaces lists. Connect with Us on Socials: LinkedIn - follow us for company updates, employee stories, and career news. Job Summary: We are seeking an experienced and strategic Senior Manager of Enterprise Customer Success to help lead our Enterprise Customer Success team at Drata. The ideal candidate will possess a deep understanding 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 can balance strategic thinking with hands-on execution—someone who 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 both customers and internal stakeholders. You will be instrumental in scaling our enterprise CS motion while maintaining the high-touch, consultative approach that our largest customers expect. For this role, we will be hiring a candidate in only one of the three locations: Austin, Chicago or Dallas. What you’ll do: Team Leadership: Lead and manage a team of Enterprise Customer Success Managers, providing guidance, mentorship, and performance feedback. Foster a collaborative and customer-focused culture within the team. Highly disciplined to ensure the CS team is on point with CRM hygiene, customer cadence, and providing high value-add activities with direct correlation to financial performance. Collaborate with Customer Success Managers to optimize customer value and support their work with Drata's enterprise customers. Customer Relationship Management: Develop and maintain strong relationships with key stakeholders at enterprise-level customers. Understand the unique needs of each customer, ensuring their business objectives are met through our solutions. Identify opportunities for upsell and cross-sell based on customer needs and usage patterns. Strategy and Planning: Collaborate with cross-functional teams’ stakeholders (Solution Architects, Implementation Managers, Account Management/Sales, Product, Engineering, Support) to develop and execute customer success strategies that align with the company's goals specifically in achieving customer satisfaction, retention and expansion. Continue to revamp and develop customer journeys relevant to Drata’s enterprise customer segment including a comprehensive customer success plan, high impact activities such as roadmap/business value realization, and metrics to measure outcomes. Monitor and refine as necessary our approach and design to align with comprehensive adoption strategies for our largest, most strategic customers. Customer Advocacy: Serve as a CS management point of escalation for customer issues and concerns, ensuring swift resolution and customer satisfaction. Advocate for customer needs internally to drive overall product improvements and enhancements. Provide thought leadership for our customers and build executive-level relationships with key accounts. Retention and Expansion: Develop and implement strategies to proactively identify and address churn risks, ensuring high cust