Manager, APAC Customer Success

We are seeking a dynamic and agile Customer Success Manager to lead our APAC Customer Success team at Drata. This role is a “startup within a startup,” with a primary focus on Australia as our fastest-growing but still small region. The ideal candidate is a hands-on leader who can manage, coach, and grow a team of new CSMs while directly engaging with customers and Sales leadership. They must be flexible, able to operate at both executive and tactical levels, and thrive in a high-growth, ambiguous environment.

What You'Ll Do:

Team Leadership

• 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.

Customer Relationship Management

• 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.

Regional Strategy & Planning

• 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.

Customer Advocacy & Escalation

• 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.

Retention And Expansion

• 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.

Performance Metrics

• 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.

Reporting And Analysis

• 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.

Continuous Improvement

• 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.

What You'Ll Bring:

• 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 as well as operational users.
• Analytical and data-driven, with proficiency in CS platforms and CRM tools.
• Demonstrated agility to “go high and low” — from strategic planning with Sales leaders to hands-on support for CSMs.

Benefits:

• Supplemental Health Benefits Offered
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office

This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs).  The expected range of On-Target Earnings for this role is AUD $195,300 - $241,300, subject to change.

A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.

Drata is on a mission to serve as the trust layer between great companies.

Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers.

We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We know how burdensome achieving and maintaining a strong GRC posture can be with the rise in compliance regulations. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.

Our team of SaaS, security, compliance, and audit experts have built a better way - with automation

Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.