Top Benefits
About the role
Role Summary
Privacera is seeking Enterprise CSMs to own customer success across onboarding, adoption, retention, and expansion. You’ll act as a trusted advisor, aligning our platform with customer goals, ensuring ROI, and turning successful customers into loyal advocates. This role blends relationship management, technical awareness, and strategic planning across your account portfolio.
Key Responsibilities
Customer Ownership & Relationships
- Own the overall health, adoption, and growth of a portfolio of enterprise customers.
- Act as the primary post-sales point of contact and strategic advisor.
- Build strong cross-functional relationships with customer stakeholders and internal teams.
Onboarding & Time-to-Value
- Lead onboarding with Customer Success Plans (CSPs) and milestone tracking.
- Coordinate with internal teams to ensure readiness across SSO, infra, and integrations.
- Accelerate go-live and early adoption using templates, PoVs, and enablement sessions.
Adoption & Value
- Monitor product usage and license trends; flag risks and improvement areas.
- Lead QBRs and MBRs that map usage to business outcomes and KPIs.
- Introduce new features and best practices to drive deeper adoption and impact.
Retention & Risk Mitigation
- Proactively manage renewals, starting 120+ days ahead.
- Identify churn signals and escalate as needed to support, product, or engineering.
- Ensure SLAs around TTR, upgrades, and platform performance are met.
Engagement & Communication
- Maintain regular cadence with sponsors and key users via QBRs, EBRs, and syncs.
- Keep CSPs updated with evolving goals, actions, and business alignment.
- Lead NPS/CSAT survey campaigns and customer workshops or webinars.
Advocacy & Expansion
- Identify champions and encourage participation in case studies, G2, and events.
- Support sales with expansion planning tied to customer maturity and usage.
- Translate success into advocacy and help grow Privacera’s community footprint.
What You Bring
- 10+ years in CSM, Consulting, Architecture, or Technical Account Management.
- Experience with data governance platforms (Privacera, Apache Ranger, etc.) preferred.
- Strong communication and program management skills across all customer levels.
- Proficient with CS tools like Totango, Gainsight, or Catalyst.
- Proven ability to manage executive relationships and complex escalations.
- Ability to travel as needed and work across global teams.
What You’ll Gain
- Strategic ownership of high-value enterprise customers.
- Influence over Privacera’s customer experience playbooks and engagement models.
- Close collaboration with Product, Engineering, and Sales.
- Opportunity to shape the future of secure data governance at scale.
About Privacera
Privacera's enables data democratization without compromising on compliance with data access control, data discovery, and encryption. Privacera ensures compliance with regulations such as GDPR, CCPA, LGPD and HIPAA while maximizing the usability for data science and analytics teams.
Founded in 2016 by the creators of Apache Ranger™ and Apache Atlas™, Privacera is often described as "Apache Ranger in the Cloud". Privacera's centralized data access governance platform extends Apache Ranger's capabilities beyond traditional Big Data environments to cloud-native services and analytics platforms such as AWS, Azure, GCP and Databricks.
For more information, visit our website at www.privacera.com
Top Benefits
About the role
Role Summary
Privacera is seeking Enterprise CSMs to own customer success across onboarding, adoption, retention, and expansion. You’ll act as a trusted advisor, aligning our platform with customer goals, ensuring ROI, and turning successful customers into loyal advocates. This role blends relationship management, technical awareness, and strategic planning across your account portfolio.
Key Responsibilities
Customer Ownership & Relationships
- Own the overall health, adoption, and growth of a portfolio of enterprise customers.
- Act as the primary post-sales point of contact and strategic advisor.
- Build strong cross-functional relationships with customer stakeholders and internal teams.
Onboarding & Time-to-Value
- Lead onboarding with Customer Success Plans (CSPs) and milestone tracking.
- Coordinate with internal teams to ensure readiness across SSO, infra, and integrations.
- Accelerate go-live and early adoption using templates, PoVs, and enablement sessions.
Adoption & Value
- Monitor product usage and license trends; flag risks and improvement areas.
- Lead QBRs and MBRs that map usage to business outcomes and KPIs.
- Introduce new features and best practices to drive deeper adoption and impact.
Retention & Risk Mitigation
- Proactively manage renewals, starting 120+ days ahead.
- Identify churn signals and escalate as needed to support, product, or engineering.
- Ensure SLAs around TTR, upgrades, and platform performance are met.
Engagement & Communication
- Maintain regular cadence with sponsors and key users via QBRs, EBRs, and syncs.
- Keep CSPs updated with evolving goals, actions, and business alignment.
- Lead NPS/CSAT survey campaigns and customer workshops or webinars.
Advocacy & Expansion
- Identify champions and encourage participation in case studies, G2, and events.
- Support sales with expansion planning tied to customer maturity and usage.
- Translate success into advocacy and help grow Privacera’s community footprint.
What You Bring
- 10+ years in CSM, Consulting, Architecture, or Technical Account Management.
- Experience with data governance platforms (Privacera, Apache Ranger, etc.) preferred.
- Strong communication and program management skills across all customer levels.
- Proficient with CS tools like Totango, Gainsight, or Catalyst.
- Proven ability to manage executive relationships and complex escalations.
- Ability to travel as needed and work across global teams.
What You’ll Gain
- Strategic ownership of high-value enterprise customers.
- Influence over Privacera’s customer experience playbooks and engagement models.
- Close collaboration with Product, Engineering, and Sales.
- Opportunity to shape the future of secure data governance at scale.
About Privacera
Privacera's enables data democratization without compromising on compliance with data access control, data discovery, and encryption. Privacera ensures compliance with regulations such as GDPR, CCPA, LGPD and HIPAA while maximizing the usability for data science and analytics teams.
Founded in 2016 by the creators of Apache Ranger™ and Apache Atlas™, Privacera is often described as "Apache Ranger in the Cloud". Privacera's centralized data access governance platform extends Apache Ranger's capabilities beyond traditional Big Data environments to cloud-native services and analytics platforms such as AWS, Azure, GCP and Databricks.
For more information, visit our website at www.privacera.com