Job Summary
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.
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
- Equity: Stock equity to share directly in the company’s growth.
- Health & Wellness: Up to 100% employer‑paid premiums for medical, employees and their dependents.
- Financial Well‑being: Pension plan contributions from both employee and employer.
- Family Support: Paid parental leave, fertility and family‑building benefits, and dedicated leave specialists.
- Growth & Development: Generous annual stipends for professional and personal development, and access to internal learning opportunities.
- Time Off & Flexibility: Flexible vacation policy, paid holidays, and other perks for work‑life balance.
- Competitive base salary, variable compensation, benefits, and stock, with an On‑Target Earnings range of £147,700 – £182,500.
