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 across the organization.