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 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.

- Provide 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, ena