Senior Manager, Customer Success | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

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.

Expert Career Tips for Senior Manager, Customer Success Roles

To succeed in a competitive market as a Senior Manager, Customer Success, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Senior Manager, Customer Success requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Senior Manager, Customer Success position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.