Director, Customer Success – EMEA

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. 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.

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