At a Glance
- Tasks: Lead and develop a high-performing Customer Success team across EMEA.
- Company: Join Drata, a leader in security and compliance solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a focus on accountability and customer empathy.
- Why this job: Make a real impact by driving customer satisfaction and success.
- Qualifications: 8+ years in Customer Success with experience in security or compliance.
The predicted salary is between 80000 - 100000 € per year.
Drata is looking for a strategic, people-first Director of Customer Success, EMEA to lead and scale our post-sales team across the region. This leader will be responsible for developing a high-performing organization that serves both enterprise and commercial customers, drives strong retention and expansion outcomes, and helps customers realize measurable value from their partnership with Drata.
This is an ideal opportunity for a leader who combines strong operational discipline with excellent judgment and coaching skills. We are specifically looking for someone with meaningful experience in security, compliance, cybersecurity, GRC, or a closely related industry, along with a proven ability to lead Customer Success teams supporting a range of customer segments and complexity levels.
Because this role is based in EMEA and partners closely with a globally distributed leadership team, the right candidate will also bring a high degree of autonomy, ownership, and self-direction. They should be comfortable making decisions, setting priorities, and driving progress independently during periods of limited time zone overlap. This position requires working in the London office 2-3 days per week. Candidates must live in the local area.
What you'll do:
- Lead, coach, and develop a team of Customer Success Managers supporting both enterprise and commercial customers across EMEA.
- Build a strong regional culture grounded in accountability, customer empathy, operational rigor, and business impact.
- Own and evolve the EMEA Customer Success strategy to drive retention, adoption, customer satisfaction, and expansion across the region.
- Partner cross-functionally with Sales, Support, Product, Marketing, and leadership to deliver a seamless customer experience and advocate for customer needs internally.
- Strengthen and scale customer journeys for both enterprise and commercial accounts, including success planning, executive engagement, value realization, renewal readiness, and growth planning.
- Serve as a senior escalation point for complex customer situations and help the team navigate risk with confidence and urgency.
- Use data to inspect team performance, customer health, renewal outcomes, and expansion trends, and convert those insights into better processes, coverage models, and team execution.
- Help hire, onboard, and develop top talent as the EMEA business continues to grow.
- Operate effectively in a distributed environment, maintaining momentum and alignment even when working independently for long portions of the day.
What you'll bring:
8+ years of experience in Customer Success.
Director, Customer Success - EMEA in London employer: Cacheflow
Drata is an exceptional employer that prioritises a people-first culture, offering a dynamic hybrid work environment in London. With a strong focus on employee growth and development, team members benefit from robust coaching and leadership opportunities while collaborating with a globally distributed team. The company fosters a culture of accountability and customer empathy, ensuring that employees are empowered to make impactful decisions and drive meaningful outcomes for clients across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success - EMEA in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals, especially in Customer Success.
✨Tip Number 3
Practice your pitch! Be ready to explain how you can drive retention and expansion for customers. Use specific examples from your past roles to showcase your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Director, Customer Success - EMEA in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Director, Customer Success. Highlight your experience in security, compliance, and leading teams, as these are key for us at Drata. We want to see how your background aligns with our mission!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about Customer Success and how you can drive retention and expansion. Be genuine and let your personality come through – we love that!
Showcase Your Leadership Style:In your application, give us a glimpse of your leadership style. How do you coach and develop your team? Share specific examples of how you've built strong cultures and driven results in previous roles. We’re all about people-first leadership!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Cacheflow
✨Know Your Customer Success Metrics
Familiarise yourself with key metrics that drive customer success, such as retention rates and customer satisfaction scores. Be ready to discuss how you've used data in previous roles to improve outcomes and make informed decisions.
✨Showcase Your Leadership Style
Prepare to share specific examples of how you've led and developed teams in the past. Highlight your coaching techniques and how you foster a culture of accountability and empathy within your team.
✨Understand the Industry Landscape
Brush up on trends in security, compliance, and cybersecurity. Being knowledgeable about the challenges and opportunities in these areas will demonstrate your expertise and commitment to the role.
✨Prepare for Cross-Functional Collaboration
Think of examples where you've successfully partnered with other departments like Sales or Product. Be ready to discuss how you advocate for customer needs and ensure a seamless experience across teams.
