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 success initiatives across the organization
• Mentor newer team members and share best practices across the Customer Experience team
• Demonstrate measurable impact on customer outcomes, operational efficiency, and product evolution