Customer Success Manager
The Opportunity:
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 improvements
What You'll Bring:
- Experience in customer success, onboarding, implementation management, or customer-facing SaaS roles
- Strong understanding of privacy operations and data privacy regulations such as GDPR and CCPA
- Experience working with privacy platforms or related technologies, including tools like DataGrail
- Strong project management and problem-solving skills with the ability to manage multiple customer priorities
- Ability to build trusted relationships with both technical and business stakeholders
- Clear communication skills and confidence working with customer leadership teams
- Ability to proactively identify customer risks, drive adoption, and improve customer outcomes
- Passion for customer success, privacy, and helping organizations navigate evolving compliance challenges
Bonus Points
- Experience working with privacy, security, legal, or compliance teams
- Familiarity with SaaS onboarding or implementation workflows
- Experience supporting customers in fast-moving or highly regulated environments
What Success Looks Like:
Within 90 Days You'll:
- Develop a strong understanding of the DataGrail platform, privacy workflows, and customer use cases
- Shadow onboarding and customer success engagements across a variety of accounts
- Begin leading onboarding activities, customer training sessions, and proactive customer check-ins
- Successfully onboard your first customers and help drive early adoption and platform value
- Build strong working relationships across Customer Success, Solutions Architecture, Product, and Support
- Start identifying customer risks, surfacing product feedback, and contributing to internal process improvements
Within 180 Days You'll:
- Independently manage onboarding and ongoing success across your customer portfolio
- Drive customer adoption, engagement, and long-term value realization
- Proactively identify customer risks and lead retention or mitigation efforts
- Build trusted relationships with customer stakeholders across privacy, legal, security, and operations teams
- Contribute to onboarding best practices, playbooks, and scalable customer success processes
- Share actionable customer feedback and insights to help influence product improvements
Within 365 Days You'll:
- Serve as a trusted advisor across your customer portfolio, driving strong retention, satisfaction, and customer advocacy
- Lead strategic customer conversations around privacy operations, adoption, and growth opportunities
- Contribute to scalable onboarding, enablement, and customer s