Director, Customer Success
About the Role:
DataGrail is looking for a Director, Customer Success to own the post-sale strategy for a large and growing book of Enterprise and Mid-Market customers. This individual will be responsible for managing our deployed customer base, including:
- Defining our customer strategy
- Ensuring our customers receive maximum value from our offerings
- Delivering world-class ARR retention and upsell numbers
- Optimizing our renewal and upsell processes
- Supporting sales in closing new business
- Doubling the size of the team in the next 6 months to keep pace with business growth
The ideal candidate for this role has experience leading high-performing teams in high-growth and ambiguous environments. He/she can navigate large organizations with ease and has experience building and maintaining relationships with executives. This is an opportunity to own and run a crucial part of DataGrail’s go-to-market team and to partner with marketing, sales, product, and engineering to deliver a world-class customer experience.
What You'll Do:
- You'll own the DataGrail customer base and have wide latitude to make decisions that impact our business.
- Provide strategic guidance on our customer experience, including how we sell and service our customers.
- Responsible for the design and build of a customer organization, including the telemetry, reporting, and operating model that ensures high renewal and growth rates.
- Oversee post-sales revenue forecasting and execution.
- You'll improve our capture and understanding of customer health telemetry so opportunities and risks can be flagged early and customer happiness (and revenue) can be maximized.
- Capture customer feedback at scale and turn it into action for our product and services teams.
- Operate as a customer advocate in the form of sales references, logo rights/usage, G2 reviews, and customer testimonials.
- Coach our teams to work even more collaboratively by coaching and mentoring internal and customer project team members.
- Bring a data-driven approach to customer success to your peers and the company at-large.
What You Need:
- MBA and/or strategic consulting experience preferred.
- 7+ years Customer Success leadership experience within the Saas industry.
- The ability to provide a strategic vision, while also being a hands-on leader that's willing to get into the details.
- Proven success in building and leading successful Customer Success organizations.
- Experience in contract management and renewals.
- Customer Success lifecycle process management experience.
With the core belief that trust builds transparency, at DataGrail, we provide a privacy platform that empowers people to have more control over their privacy and identity. Our platform eliminates complicated, manual, and time-consuming processes associated with emerging privacy laws. We find and untangle the terabytes of data companies have, make sense of it, and organize it into an easy-to-use privacy program.
We live by our company values every day at DataGrail: Win as a Team, Empathy Always, Love our Customers, Iterate & Evolve, Seek New Perspectives, and Lead with Why.
Benefits & Perks:
- Competitive compensation package + equity
- Work from anywhere - every employee has the choice to select their ideal work environment
- Feel relaxed with unlimited paid-time-off (+2 weeks mandatory!)
- Treat yourself with 8 scheduled “DataGrail Days” a year for personal wellness
- Grow with us - Annual stipend for continued career development for all DataGrail team members
- Stay healthy - full healthcare coverage, including dental, and vision
- Save for the future with our 401(k) plan
- Work smarter with monthly hardware and remote office stipends and an UberEats meal program
- All of this and much, much more
DataGrail provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
