At a Glance
- Tasks: Lead and develop a high-performing Customer Success team across EMEA.
- Company: Join Drata, a dynamic SaaS company focused on customer success.
- Benefits: Competitive salary, stock options, health benefits, and flexible vacation policy.
- Other info: Work in a collaborative culture with excellent growth opportunities.
- Why this job: Make a real impact by driving customer satisfaction and retention in a fast-paced environment.
- Qualifications: 8+ years in Customer Success with leadership experience in SaaS.
The predicted salary is between 147700 - 182500 € 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 role 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, Account Management, or a related post‑sales function within SaaS.
- 5+ years of leadership experience managing and developing Customer Success teams.
- Experience leading teams that support both enterprise and commercial customer segments.
- Strong background in security, compliance, cybersecurity, GRC, or a closely related space.
- Proven success driving retention, customer satisfaction, and expansion in a recurring revenue business.
- Demonstrated ability to operate effectively in a fast‑paced, ambiguous, high‑growth environment.
- Strong analytical and operational skills, with comfort using data to guide decisions and improve performance.
- Excellent communication and stakeholder management skills, including experience building credibility with both customers and cross‑functional internal partners.
- High autonomy, strong judgment, and the ability to work independently in a globally distributed organization.
Nice‑to‑Have Qualifications
- Experience scaling or evolving Customer Success teams in a high‑growth or category‑creating SaaS company.
- Experience managing frontline managers in addition to individual contributors.
- Experience supporting customers with complex security, compliance, risk, or governance programs.
- Familiarity with Customer Success platforms, CRM systems, and data‑driven operating cadences.
- Experience serving as an executive escalation point for high‑risk or high‑value customer situations.
How We Support You
- Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success.
- Health & Wellness: Up to 100% employer‑paid premiums for medical, employees and their dependents.
- Financial Well‑being: Our EOR offers a pension plan where you contribute 5% of your basic earnings and the employer contributes an additional 4%, helping you build a more secure financial future.
- Family Support: Paid parental leave after six months of employment. Employees also receive access to fertility and family‑building benefits and dedicated leave specialists.
- Growth & Development: Generous annual stipends for both professional and personal development.
- Time Off & Flexibility: Flexible vacation policy, paid holidays, and other perks to support rest and recovery.
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 (OTE) for this role is between £147,700 – £182,500, subject to change.
Director, Customer Success - EMEA employer: Drata
Drata is an exceptional employer that prioritises a people-first culture, offering a dynamic work environment in London where collaboration and accountability thrive. With generous benefits including stock equity, comprehensive health coverage, and robust professional development opportunities, employees are empowered to grow both personally and professionally while making a meaningful impact in the Customer Success space across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success - EMEA
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Drata or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching common questions for Customer Success roles. Think about how your experience aligns with Drata's mission and values, and be ready to share specific examples of your past successes.
✨Tip Number 3
Showcase your analytical skills! Be prepared to discuss how you've used data to drive customer satisfaction and retention in previous roles. This will resonate well with Drata's focus on measurable value.
✨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, it shows you're genuinely interested in joining the team at Drata.
We think you need these skills to ace Director, Customer Success - EMEA
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director of Customer Success role. Highlight your experience in leading teams and driving customer satisfaction, as these are key aspects of the job. We want to see how your background aligns with our mission at Drata!
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to drive retention and expansion. Use data and metrics where possible to illustrate your impact. This will help us understand the value you can bring to our team.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits into our people-first culture, so don’t be afraid to share your passion for customer success and how you’ve made a difference in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and helps us keep track of all candidates. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Drata
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics related to customer success, such as retention rates and customer satisfaction scores. Be ready to discuss how you've used data to drive improvements in these areas in your previous roles.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you’ve developed high-performing teams. Think of specific examples where you’ve coached team members to success, especially in a SaaS environment, and how you fostered a culture of accountability and empathy.
✨Understand Drata's Value Proposition
Research Drata’s offerings and understand their unique value in the security and compliance space. Be prepared to discuss how you can help customers realise value from their partnership with Drata and how you would advocate for their needs internally.
✨Prepare for Cross-Functional Collaboration
Since this role involves partnering with various departments, think of examples where you successfully collaborated with sales, support, or product teams. Highlight your communication skills and how you’ve built credibility with both customers and internal stakeholders.
