At a Glance
- Tasks: Lead and develop a high-performing Customer Success team across EMEA.
- Company: Join Drata, a fast-growing SaaS company focused on customer success.
- Benefits: Enjoy stock equity, health benefits, flexible vacation, and professional development stipends.
- Other info: Work independently in a distributed team while enjoying excellent career growth opportunities.
- Why this job: Make a real impact by driving customer satisfaction and retention in a dynamic 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.
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.
Director, Customer Success - EMEA in London employer: Job Search Place Limited
Drata is an exceptional employer that prioritises a people-first culture, offering a dynamic environment for the Director of Customer Success in EMEA. With a strong focus on employee growth and development, generous benefits including equity options, comprehensive health coverage, and flexible work arrangements, Drata empowers its team to thrive while delivering outstanding value to customers. Join us to be part of a high-performing organisation that values accountability, customer empathy, and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success - EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Success - EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
