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Responsibilities
As a Customer Success Manager at DataGrail, you’ll partner with customers to help them operationalize and scale their privacy programs using our agentic privacy platform. Acting as a trusted advisor, you’ll drive onboarding, adoption, and long-term customer success by delivering strategic guidance, fostering engagement, and helping customers realize measurable value from the platform. You’ll also advocate for customer needs cross-functionally, helping shape the product experience and the future of privacy operations.What You'll Do:Own the customer journey from onboarding through long-term success and retention.Lead customer onboarding and implementation projects, coordinating timelines, stakeholders, and delivery milestones.Drive platform adoption and customer value by helping organizations operationalize privacy best practices.Build trusted relationships with customer stakeholders, including privacy, security, legal, and executive teams.Proactively monitor customer health, identify churn risks early, and drive resolution plans.Partner cross-functionally with Solutions Architects, Product, Support, and Sales to improve the customer experience.Identify opportunities to improve onboarding workflows, customer engagement, and operational scalability.Advocate for customer needs and share actionable feedback to help shape product improvementsWhat You'll Bring:Experience in customer success, onboarding, implementation management, or customer-facing SaaS rolesStrong understanding of privacy operations and data privacy regulations such as GDPR and CCPAExperience working with privacy platforms or related technologies, including tools like DataGrailStrong project management and problem-solving skills with the ability to manage multiple customer prioritiesAbility to build trusted relationships with both technical and business stakeholdersClear communication skills and confidence working with customer leadership teamsAbility to proactively identify customer risks, drive adoption, and improve customer outcomesPassion for customer success, privacy, and helping organizations navigate evolving compliance challengesBonus PointsExperience working with privacy, security, legal, or compliance teamsFamiliarity with SaaS onboarding or implementation workflowsExperience supporting customers in fast-moving or highly regulated environmentsWhat Success Looks Like:Within 90 Days You'll:Develop a strong understanding of the DataGrail platform, privacy workflows, and customer use casesShadow onboarding and customer success engagements across a variety of accountsBegin leading onboarding activities, customer training sessions, and proactive customer check-insSuccessfully onboard your first customers and help drive early adoption and platform valueBuild strong working relationships across Customer Success, Solutions Architecture, Product, and SupportStart identifying customer risks, surfacing product feedback, and contributing to internal process improvementsWithin 180 Days You'll:Independently manage onboarding and ongoing success across your customer portfolioDrive customer adoption, engagement, and long-term value realizationProactively identify customer risks and lead retention or mitigation effortsBuild trusted relationships with customer stakeholders across privacy, legal, security, and operations teamsContribute to onboarding best practices, playbooks, and scalable customer success processesShare actionable customer feedback and insights to help influence product improvementsWithin 365 Days You'll:Serve as a trusted advisor across your customer portfolio, driving strong retention, satisfaction, and customer advocacyLead strategic customer conversations around privacy operations, adoption, and growth opportunitiesContribute to scalable onboarding, enablement, and customer success initiatives across the organizationMentor newer team members and share best practices across the Customer Experience teamDemonstrate measurable impact on customer outcomes, operational efficiency, and product evolutionAll full-time regular employees are eligible for equity, health, dental & vision insurance plans, remote-first working environment, 401k savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work from home stipend. Benefits are subject to change.About Us:DataGrail is the Agentic Data Privacy Platform. We help the world’s leading brands such as HubSpot, FanDuel, Dexcom, Major League Soccer, and Okta automate privacy and control risk with secure, human-governed AI that scales.Powered by Vera, the complete privacy AI agent, and underpinned by an unrivaled 2,500+ integrations and no-compromise security architecture, DataGrail is built to solve complex privacy challenges that others can't. DataGrail is rated 4.8/5 stars on G2 and is a two-time recognized privacy leader by IDC.
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