DataGrail

Manage customer onboarding, drive product adoption, and serve as a trusted advisor to ensure customer retention and success. | Experience in SaaS customer success, knowledge of data privacy regulations, and strong communication skills. | The Opportunity: As a Customer Success Manager at DataGrail you’ll act as a trusted advisor to DataGrail customers, empowering them to maximize the value of our platform through expert guidance, proactive support, and strategic insights. Ensure successful product adoption, drive continuous engagement, and advocate for customer needs to inform product development. The Skill Set: Own the End-to-End Customer Journey – From initial onboarding through ongoing success, ensure a seamless customer experience that delivers long-term value. Lead Strategic Implementations – Manage customer onboarding projects, coordinating resources, schedules, and risks to ensure timely and successful delivery. Drive Adoption & Value Realization – Educate customers on privacy best practices and ensure they are maximizing their use of the platform. Build Trusted Relationships – Act as a strategic advisor to key customer stakeholders, including executives, to drive engagement and retention. Proactively Identify and Solve Challenges – Monitor customer health, mitigate risks early, and implement tailored action plans. Collaborate Cross-Functionally – Work with Sales, Product, and Support teams to enhance the customer experience and drive expansion opportunities. Optimize and Scale Processes – Contribute to internal initiatives that improve customer success workflows, onboarding velocity, and overall efficiency. Data privacy expertise: Practical experience with data privacy tools (e.g., DataGrail) and a strong understanding of data privacy regulations (e.g., GDPR, CCPA). Ability to apply this knowledge to customer use cases. Within 90 Days You'll: Product & Internal Foundations: Achieve full DataGrail platform mastery (features, functions, use cases). Shadow 10+ customer calls to understand pain points & engagement. Successfully deliver a DataGrail platform demo. Understand internal escalation & feedback processes. Customer Impact & Early Value: Successfully onboard and train 3+ new customers, ensuring immediate value & setup. Conduct 5+ proactive check-ins with existing accounts, identifying issues/upside. Provide initial, direct customer feedback to the product team. Process Contribution: Actively contribute to internal knowledge sharing (FAQs/solutions). Collaborate on identifying high-risk accounts & mitigation. Begin identifying training/documentation improvement opportunities. Operational Contribution: Contribute to DataGrail deployment & CS best practices. Present customer-facing product roadmap to at least one customer. Within 180 Days You'll: Strategic Impact & Retention: Increase adoption/engagement for 5+ accounts. Identify & mitigate churn risk for 3+ accounts. Serve as "Voice of the Customer" to influence product roadmap (structured, actionable feedback). Within 365 Days You'll: Leadership & Scalability: Achieve high customer satisfaction & referenceability across accounts. Develop & deliver a training module for new Deployment Strategists. Contribute to scalable resources (templates, playbooks) for CX & team efficiency. Demonstrate tangible influence on product development via customer feedback. What You Bring Experience in customer success, account management, and/or onboarding project management in a SaaS environment. Practical experience with data privacy tools (e.g., DataGrail) and a strong understanding of data privacy regulations (e.g., GDPR, CCPA). Ability to apply this knowledge to customer use cases. Strong project management and problem-solving skills, with the ability to manage multiple priorities. Excellent communication and relationship-building skills, with experience working with executive stakeholders. A data-driven mindset with the ability to track key metrics and drive continuous improvement. A passion for customer success, privacy, and regulatory compliance. 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 $110,000—$140,000 USD About Us: DataGrail is the Privacy Control Center modern brands rely on to build customer trust and outsmart business risk. Backed by 2,000+ pre-built integrations, DataGrail automates privacy workflows and supports compliance with regulations like GDPR and CPRA. DataGrail is recognized as a G2 leader and services millions of consumers through customers like Overstock and New Balance. 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.

Manage customer renewals, identify upsell and cross-sell opportunities, build trusted customer relationships, collaborate with internal teams, and influence product strategy. | 3+ years in Account Management or Customer Success in B2B SaaS, proven upsell and renewal experience, strong communication and organizational skills, familiarity with privacy or compliance SaaS tools is a plus. | The Opportunity: As an Account Manager at DataGrail, you’ll have the opportunity to be the trusted partner for some of the most forward-thinking companies as they navigate the rapidly evolving privacy landscape. You won’t just manage renewals—you’ll communicate the value of our platform through a reduction in data privacy risk, uncover expansion opportunities, and directly shape how they see privacy as a competitive advantage. This role is ideal for someone who thrives on building long-term relationships, influencing decision-makers, and driving measurable results. You’ll collaborate across teams to solve complex data privacy challenges for customers, while your insights play a pivotal role in shaping our product strategy. If you’re successful, you’ll not only elevate customer trust and retention, but you’ll also position yourself as a key player in helping DataGrail define the future of data privacy. The Skill Set: Drive customer renewals end-to-end to maximize retention and minimize churn. Identify, position, and close upsell and cross-sell opportunities within existing accounts. Build deep, trusted relationships with customers by understanding their business goals and aligning them with DataGrail’s solutions. Maintain accurate forecasting and account health reporting in Salesforce. Collaborate seamlessly with Customer Success, Product, and Support teams to deliver a world-class customer experience. Educate customers on new product features and ensure successful adoption that aligns with their business objectives. Communicate ROI clearly and consistently to validate the impact of DataGrail. Share customer feedback that shapes our product roadmap and go-to-market strategy. Within 90 Days You'll: Develop a strong understanding of DataGrail’s platform, customer base, and value propositions. Build relationships with your assigned accounts and establish yourself as their trusted advisor. Learn the renewal process and shadow key customer meetings to observe best practices. Begin managing renewals for a portion of your assigned accounts with guidance. Partner with Customer Success to identify early upsell opportunities. Within 180 Days You'll: Fully own the renewal process for your portfolio of accounts, driving high retention rates. Execute on upsell and cross-sell opportunities, successfully closing initial expansion deals. Deliver clear account health reporting and accurate forecasts in Salesforce. Proactively lead customer conversations that connect business objectives to DataGrail’s product value. Share customer insights with Product and Go-to-Market teams to influence future roadmap priorities. Within 365 Days You'll: Consistently exceed renewal and expansion targets, contributing directly to revenue growth. Establish yourself as a key advisor to customer executives, positioning DataGrail as a strategic partner. Drive feature adoption across your accounts, ensuring customers realize maximum ROI from the platform. Partner with internal teams to build scalable processes that improve the customer lifecycle. Represent the “voice of the customer” internally and externally, helping DataGrail remain the market leader in privacy trust and transparency. What You Bring 3+ years of experience in Account Management, Customer Success, or Sales in a B2B SaaS environment. Proven track record of managing upsell, cross sell and renewals in a quota-carrying role. Excellent interpersonal and communication skills—both written and verbal. Experience working with cross-functional teams in a fast-paced, evolving environment. Strong organizational skills and attention to detail with a customer-first mindset. Familiarity with privacy, security, or compliance SaaS tools is a plus. 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—$130,000 USD About Us: DataGrail is the Privacy Control Center modern brands rely on to build customer trust and outsmart business risk. Backed by 2,000+ pre-built integrations, DataGrail automates privacy workflows and supports compliance with regulations like GDPR and CPRA. DataGrail is recognized as a G2 leader and services millions of consumers through customers like Salesforce, Amazon, Overstock, and New Balance. 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.