About this role.
DataGrail is seeking a Customer Success Manager to own customer relationships from onboarding through retention and long-term value realization for its privacy platform. The role combines SaaS onboarding, implementation coordination, adoption strategy, customer-health monitoring, and proactive churn-risk mitigation. The successful candidate will advise privacy, security, legal, operational, and executive stakeholders on privacy workflows and regulatory considerations including GDPR and CCPA. They will collaborate closely with Solutions Architects, Product, Support, and Sales while contributing feedback and scalable customer-success processes. This is a US-remote, full-time position with a stated OTE range that includes salary and variable compensation.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin with a discovery session to align on business outcomes, regulatory priorities, stakeholders, data sources, and success metrics. I would then build a milestone-based implementation plan covering configuration, integrations, training, adoption checkpoints, and executive reviews, with clear owners and risk escalation paths.
I monitor both quantitative and qualitative health indicators, including product usage, milestone completion, support trends, stakeholder engagement, sentiment, and achievement of expected value. When risk appears, I validate the root cause with the customer, coordinate an action plan with internal partners, set measurable recovery milestones, and maintain transparent executive communication.
I would connect privacy operations to business outcomes: reduced compliance risk, faster response to data-rights requests, improved operational efficiency, and greater customer trust. I would use the organization’s own workflows and metrics to show how automation and governance reduce manual effort while providing greater visibility and control.
I would prioritize based on customer risk, contractual or implementation commitments, strategic importance, and expected impact on outcomes. I would use a consistent portfolio-review cadence, document next steps and owners, communicate early when tradeoffs are needed, and escalate blockers before they threaten customer commitments.
I would capture the customer’s underlying workflow, desired outcome, business impact, frequency, and examples rather than submitting only a feature request. I would synthesize recurring themes across accounts, partner with Product and Solutions Architecture to validate feasibility and impact, and close the loop with customers on progress or alternatives.
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
The OTE compensation (salary + variable) range below is a guideline and the final compensation will be based on factors such as qualifications, skill level, and competencies. Our compensation ranges apply to all US-based job postings regardless of state.
All full-time regular employees are eligible for equity, health, dental & vision insurance plans, remote-first working environment, 401k savings plan, parental leave, wellness benefits, flexible time off, paid holidays, and a work from home stipend. Benefits are subject to change.
Compensation Range
$120,000—$140,000 USD
About Us:
DataGrail is the Agentic Data Privacy Platform. We help the world’s leading brands such as HubSpot, FanDuel, Dexcom, Major League Soccer, and Okta automate privacy and control risk with secure, human-governed AI that scales.
Powered by Vera, the complete privacy AI agent, and underpinned by an unrivaled 2,500+ integrations and no-compromise security architecture, DataGrail is built to solve complex privacy challenges that others can’t. DataGrail is rated 4.8/5 stars on G2 and is a two-time recognized privacy leader by IDC.
DataGrail provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
