Customer Success Manager

The Opportunity:

As a Customer Success Manager at DataGrail you’ll act as a trusted advisor to DataGrail customers, empowering them to maximize the value of our platform through expert guidance, proactive support, and strategic insights. Ensure successful product adoption, drive continuous engagement, and advocate for customer needs to inform product development.

• Own the End-to-End Customer Journey – From initial onboarding through ongoing success, ensure a seamless customer experience that delivers long-term value.
• Lead Strategic Implementations – Manage customer onboarding projects, coordinating resources, schedules, and risks to ensure timely and successful delivery.
• Drive Adoption & Value Realization – Educate customers on privacy best practices and ensure they are maximizing their use of the platform.
• Build Trusted Relationships – Act as a strategic advisor to key customer stakeholders, including executives, to drive engagement and retention.
• Proactively Identify and Solve Challenges – Monitor customer health, mitigate risks early, and implement tailored action plans.
• Collaborate Cross-Functionally – Work with Sales, Product, and Support teams to enhance the customer experience and drive expansion opportunities.
• Optimize and Scale Processes – Contribute to internal initiatives that improve customer success workflows, onboarding velocity, and overall efficiency.
• Data privacy expertise: Practical experience with data privacy tools (e.g., DataGrail) and a strong understanding of data privacy regulations (e.g., GDPR, CCPA). Ability to apply this knowledge to customer use cases.

Product & Internal Foundations:

• Achieve full DataGrail platform mastery (features, functions, use cases).
• Shadow 10+ customer calls to understand pain points & engagement.
• Successfully deliver a DataGrail platform demo.
• Understand internal escalation & feedback processes.

Customer Impact & Early Value:

• Successfully onboard and train 3+ new customers, ensuring immediate value & setup.
• Conduct 5+ proactive check-ins with existing accounts, identifying issues/upside.
• Provide initial, direct customer feedback to the product team.

Process Contribution:

• Actively contribute to internal knowledge sharing (FAQs/solutions).
• Collaborate on identifying high-risk accounts & mitigation.
• Begin identifying training/documentation improvement opportunities.

Operational Contribution:

• Contribute to DataGrail deployment & CS best practices.
• Present customer-facing product roadmap to at least one customer.

Strategic Impact & Retention:

• Increase adoption/engagement for 5+ accounts.
• Identify & mitigate churn risk for 3+ accounts.
• Serve as "Voice of the Customer" to influence product roadmap (structured, actionable feedback).

Leadership & Scalability:

• Achieve high customer satisfaction & referenceability across accounts.
• Develop & deliver a training module for new Deployment Strategists.
• Contribute to scalable resources (templates, playbooks) for CX & team efficiency.
• Demonstrate tangible influence on product development via customer feedback.

• Experience in customer success, account management, and/or onboarding project management in a SaaS environment.
• Practical experience with data privacy tools (e.g., DataGrail) and a strong understanding of data privacy regulations (e.g., GDPR, CCPA). Ability to apply this knowledge to customer use cases.
• Strong project management and problem-solving skills, with the ability to manage multiple priorities.
• Excellent communication and relationship-building skills, with experience working with executive stakeholders.
• A data-driven mindset with the ability to track key metrics and drive continuous improvement.
• A passion for customer success, privacy, and regulatory compliance.