DataGrail

• Lead, coach, and develop a team of CSMs across all customer segments by getting on calls, giving real-time feedback, and actively making people better at their jobs. • Own the team's renewal performance and drive toward a consistent 95%+ renewal rate. • Be the first line of defense for your team — the person every CSM brings their questions, problems, and escalations to before they go anywhere else. • Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential. • Ensure EBRs are completed where needed and every low-engagement account has a documented, proactive re-engagement plan. • Develop a deeper understanding of the DataGrail product than anyone else on the CS team — staying technically sharp enough to get in the weeds with customers and CSMs on complex product questions. • Ensure the CS org is consistently enabled on the new product features & functionality and current on privacy trends & regulations. • Drive AI adoption across the CS team by evaluating tooling, rolling it out, and making sure the team is using it wherever it creates real leverage. • Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations. • Represent CS cross-functionally by advocating for your team and your customers in conversations with Product, Sales, and leadership. • Build scalable team structure, playbooks, and processes that keep CS quality high as the business grows.

• Partner with Customer Success Managers to lead onboarding and implementation strategy for enterprise customers • Design scalable integration architectures across APIs, webhooks, AI MCPs, databases, and mobile applications • Guide customers through complex deployment decisions, including agent-based and agentless models • Translate business and technical requirements into scalable, maintainable solutions • Lead technical discovery, implementation planning, and customer solution design • Troubleshoot complex integration and data flow challenges across customer environments • Act as a trusted technical advisor for customers throughout onboarding and expansion • Build scalable processes, documentation, and implementation frameworks that improve delivery consistency • Partner with Product and Engineering to influence roadmap priorities and improve the customer experience

• Serve as the primary technical resource for DataGrail Consent implementations • Guide customers through mobile app consent implementations • Partner with Customer Success to build structured troubleshooting playbooks • Identify patterns in recurring implementation issues and build scalable solutions • Maintain and improve technical documentation for Consent banner deployment

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. Qualifications - 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. Requirements - Within 90 Days You'll: - 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. - 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. - Actively contribute to internal knowledge sharing (FAQs/solutions). - Collaborate on identifying high-risk accounts & mitigation. - Begin identifying training/documentation improvement opportunities. - Contribute to DataGrail deployment & CS best practices. - Present customer-facing product roadmap to at least one customer. - Within 180 Days You'll: - 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). - Within 365 Days You'll: - 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. Benefits - OTE compensation (salary + variable) range: $110,000 — $140,000 USD. - Equity, health, dental & vision insurance plans. - Remote-first working environment. - 401k savings plan. - Parental leave. - Wellness benefits. - Flexible time off. - Paid holidays. - Work from home stipend.

• Act as a trusted advisor to DataGrail customers • Ensure successful product adoption • Drive continuous engagement • Advocate for customer needs to inform product development • Manage customer onboarding projects • Educate customers on privacy best practices • Build trusted relationships with key stakeholders • Monitor customer health and mitigate risks • Contribute to internal initiatives that improve customer success workflows

• Conduct in-depth research on mid market organizations • Build a personalized outreach strategy • Engage with decision-makers to uncover business needs • Book meetings with potential clients