Senior Manager, Customer Success

The Opportunity:

Data Privacy has become one of the most strategic challenges facing modern businesses, sitting at the intersection of AI governance, data operations, and customer trust. As companies adopt AI at scale, they need new ways to automate privacy and manage risk without slowing innovation.

As Senior Manager, Customer Success, you’ll lead and develop a team of CSMs helping DataGrail’s customers operationalize privacy at scale. This is a player-coach role: you’ll partner directly with customers, coach CSMs in real time, and own the team’s renewal performance while building the culture that enables Customer Success to scale with the business.

DataGrail has launched the first agentic privacy platform and is entering a pivotal phase of growth. The work you do here will directly shape how Customer Success evolves as we scale. This is an opportunity for a leader who loves developing people, thrives in complex and fast-changing environments, and wants to help define a category that is increasingly critical to how modern companies operate.

What You’ll Do:

• Lead, coach, and develop a team of CSMs across all customer segments by getting on calls, giving real-time feedback, and actively making people better at their jobs.
• Own the team’s renewal performance and drive toward a consistent 95%+ renewal rate.
• Be the first line of defense for your team — the person every CSM brings their questions, problems, and escalations to before they go anywhere else.
• Build and maintain deep knowledge of every account in the portfolio, including health signals, engagement levels, renewal timelines, and expansion potential.
• Ensure EBRs are completed where needed and every low-engagement account has a documented, proactive re-engagement plan.
• Develop a deeper understanding of the DataGrail product than anyone else on the CS team — staying technically sharp enough to get in the weeds with customers and CSMs on complex product questions.
• Ensure the CS org is consistently enabled on the new product features & functionality and current on privacy trends & regulations.
• Drive AI adoption across the CS team by evaluating tooling, rolling it out, and making sure the team is using it wherever it creates real leverage.
• Partner with the Director of Implementation to ensure all implementations are delivered on time and exceed customer expectations.
• Represent CS cross-functionally by advocating for your team and your customers in conversations with Product, Sales, and leadership.
• Build scalable team structure, playbooks, and processes that keep CS quality high as the business grows.

What You’ll Bring:

• Experience leading customer success teams in a fast-moving SaaS environment, with a track record of owning and improving renewal rates and retention metrics.
• Strong coaching instincts — you develop people, not just manage them, and you know how to give direct, actionable feedback that changes behavior.
• Comfort managing with data — you know your metrics, you know what they mean, and you act on trends before they become problems.
• Enough technical fluency to engage credibly on complex customer and product questions without needing a technical resource in the room.
• Experience driving AI adoption within a CS team, or strong interest and initiative to build that muscle quickly.
• Ability to build trust quickly with your team, with customers, and with cross-functional partners.
• Strong cross-functional instincts demonstrated through confident advocacy collaborative partnership, and the ability to influence without direct authority.
• Comfort in fast-moving, high-ambiguity environments where priorities shift and reinvention is constant.

Bonus Points

• Experience in privacy, data governance, or compliance-adjacent industries.
• Background as a player-coach showing you’re capable of carrying both team responsibility and direct customer ownership.
• Experience building or scaling a CS team from an early-stage foundation.

What Success Looks Like:

Within 90 Days You’ll:

• Complete a full listening tour, have reviewed CSM performance data and be able to speak confidently to the strengths and development areas of every CSM.
• Listen to more customer calls than anyone else on the team.
• Take ownership of day-to-day team operations: running team meetings and actively onboarding 2–4 new clients to fully understand the process.
• Begin building a pulse on the customer base — understanding not just who’s at risk, but who’s thriving and why.
• Establish yourself as the go-to escalation point — the team’s first line of defense for questions, decisions, and support.

Within 180 Days You’ll:

• Move from reactive to proactive management by creating a clear, documented path to get every customer to green.
• Know every account in the portfolio: health signals, engagement levels, and renewal timelines.
• Have EBRs completed where needed; every low-engagement account has a proactive re-engagement plan with defined checkpoints.
• Have a clear picture of which customers genuinely love the product and a plan to replicate that experience across the rest of the book.
• Have a scalable team structure in place that can absorb growth without degrading quality of service.

Within 365 Days You’ll:

• Build a CS organization that operates ahead of the curve by proactively identifying capacity gaps and hiring before they become a problem.
• Have the team deeply embedded in AI tooling, using it to drive efficiency and deliver outsized customer impact.
• Establish yourself as the face of Customer Success at DataGrail by becoming a credible, trusted voice at the leadership table.
• Set a high bar for what “healthy” looks like — customers who aren’t just renewing, but actively getting value, expanding use cases, and recommending DataGrail to others.
• Build a strong partnership with the Director of Implementation with all implementations delivered on time and exceeding customer expectations.