Drata
Customer Success
Director,CustomerSuccessEMEA
“Director, Customer Success - EMEA at Drata. Skills: Customer Success strategy, retention, adoption, customer satisfaction, expansion, team leadership, coaching, operational discipline, customer value realization. Lead, coach, and develop a team of Customer Success Managers supporting both enterprise and commercial customers across EMEA.. Build a regional culture grounded in accountability, customer empathy, operational rigor, and business impact.”
What You'll Achieve.
drive retention and expansion outcomes; helps customers realize measurable value from their partnership with Drata; drive retention, adoption, customer satisfaction, and expansion across the region; deliver a seamless customer experience; advocate for customer needs internally; strengthen and scale customer journeys; renewal readiness; growth planning; inspect team performance; customer health; renewal outcomes; expansion trends; better processes; coverage models; team execution
Industry & Context.
High autonomy, judgment, and the ability to work independently in a globally distributed organization.
Candidates must live in the local area., This position requires working in the London office 2-3 days per week.
What They're Looking For.
Must Have
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., 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., 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, judgment, and the ability to work independently in a globally distributed organization.
Nice to Have
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.
What You'll Do.
and develop a team of Customer Success Managers supporting both enterprise and commercial customers across EMEA.
Build a regional culture grounded in accountability
Own and evolve the EMEA Customer Success strategy to drive retention
customer satisfaction
and expansion across the region.
Partner cross-functionally with Sales
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
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
and convert those insights into better processes
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.
How You'll Work.
Team & Collaboration
Partner cross-functionally with Sales, Support, Product, Marketing, and leadership to deliver a seamless customer experience and advocate for customer needs internally.
Communication Scope
Excellent communication and stakeholder management skills, including experience building credibility with both customers and cross-functional internal partners.
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