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