[Remote] Manager, APAC Customer Success at Drata

Apac, Apac, Uganda

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Bachelor’s degree in Business or related field; advanced degrees and certifications are a plus
6–8 years of experience in customer success, account management, or related roles within the SaaS industry
3+ years of management experience, ideally in building or leading small regional teams
Proven ability to operate in ambiguous, high-growth environments and to build structure from the ground up
Strong track record of driving customer adoption, retention, and expansion
Excellent interpersonal and communication skills; able to engage with executive sponsors

Responsibilities

Lead and manage a team of new APAC Customer Success Managers, providing coaching, guidance, and performance feedback
Foster a collaborative, customer-obsessed culture with disciplined execution on CRM hygiene, proactive customer cadences, and adoption-focused engagements
Actively support new CSMs in ramp-up and skill-building, ensuring they are equipped to drive customer outcomes in a startup-like regional environment
Build and maintain trusted relationships with stakeholders across SMB, Commercial, and Enterprise customers in APAC
Serve as both a strategic advisor to executives and a tactical partner for users, ensuring adoption and business value realization
Partner closely with Sales leaders to identify opportunities for upsell, cross-sell, and broader account expansion based on customer needs
Establish foundational Customer Success processes and playbooks tailored to the APAC market, while aligning with global frameworks
Collaborate with Sales, Product, and Support leadership to execute regional customer success strategies aligned with Drata’s overall goals of satisfaction, retention, and growth
Adapt and localize global customer journeys for APAC customers, balancing scalability with local market nuances
Act as the primary point of escalation for APAC customer issues, ensuring swift resolution and strong partnership with internal teams
Advocate for regional customer needs within Drata, influencing product improvements, support processes, and roadmap priorities
Proactively identify churn risks in APAC accounts and deploy mitigation strategies in collaboration with Sales and CS peers
Partner with champions and Sales leaders to uncover expansion opportunities, increasing customers’ usage and value realization
Ensure consistent delivery of adoption milestones and measurable outcomes to drive retention and revenue growth
Define and track regional success metrics including time-to-value, adoption rates, retention, NRR, and expansion revenue
Monitor individual CSM performance and regional team outcomes, using insights to drive accountability and continuous improvement
Provide visibility into APAC performance through data-driven reporting, highlighting trends, risks, and opportunities
Collaborate with global CS operations to align dashboards and KPIs, while surfacing regional-specific insights
Stay up to date on SaaS and APAC-specific customer success best practices, applying them to strengthen customer journeys and regional execution
Experiment and iterate on new approaches suited for a fast-growing, early-stage regional market
Share learnings with global peers to shape Drata’s worldwide CS model

Skills

Customer Success

Team Leadership

CRM Hygiene

Customer Engagement

Account Management

Upsell

Cross-sell

Strategic Planning

Customer Advocacy

Performance Coaching

Sales Collaboration

Regional Strategy

Drata

Automates security and compliance processes

About Drata

Drata provides a platform that automates security and compliance processes for companies, helping them achieve and maintain continuous compliance with standards like SOC 2, ISO 27001, and HIPAA. The platform works by integrating with over 75 different technologies to continuously monitor a company's security posture and collect evidence needed for compliance audits. This automation reduces the need for manual tasks, such as taking screenshots and managing spreadsheets, making the compliance process more efficient. Drata primarily serves fast-growing technology and SaaS companies that face challenges in managing compliance due to rapid growth and complex regulations. Unlike its competitors, Drata focuses on providing a comprehensive, integrated solution that ensures clients are always audit-ready. The goal of Drata is to simplify compliance management, allowing businesses to save time and resources while building trust with their customers.

San Diego, CaliforniaHeadquarters

2020Year Founded

$319.2MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Health benefits

Learning enrichment stipends

Flexible PTO

Work from home stipend

401k

Parental leave

Risks

Integration challenges from acquisitions like oak9 may disrupt service delivery.

AI-generated responses in compliance may face client resistance over accuracy concerns.

Rapid platform expansion could strain infrastructure, risking service outages.

Differentiation

Drata automates compliance with over 75 technology integrations, streamlining audit readiness.

Founded in 2020, Drata focuses on continuous compliance for fast-growing tech companies.

Drata's AI-driven solutions reduce manual compliance tasks, enhancing efficiency and accuracy.

Upsides

Drata's acquisition of oak9 integrates compliance into the software development lifecycle.

AI Questionnaire Automation accelerates sales cycles by minimizing security review delays.

Strategic alliances, like with 360 Advanced, expand Drata's market reach and service offerings.

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