Job Overview
Location
Hybrid - London
Job Type
Full-time
Category
Customer Success
Date Posted
May 17, 2026
Full Job Description
đź“‹ Description
- • Lead, coach, and develop a high-performing team of Customer Success Managers serving both enterprise and commercial customers across EMEA, fostering a culture of accountability, customer empathy, and operational rigor.
- • Own and evolve the EMEA Customer Success strategy to drive retention, customer satisfaction, adoption, and expansion, ensuring measurable value delivery from Drata’s platform across all customer segments.
- • Partner cross-functionally with Sales, Support, Product, Marketing, and global leadership to deliver a seamless, integrated customer experience and serve as a trusted advocate for customer needs internally.
- • Design and scale customer journeys for enterprise and commercial accounts, including success planning, executive engagement, value realization, renewal readiness, and growth planning tailored to each segment’s complexity.
- • Serve as the senior escalation point for high-risk or complex customer situations, providing guidance and urgency to resolve issues while maintaining trust and confidence in the customer relationship.
- • Leverage data to monitor and improve team performance, customer health scores, renewal outcomes, and expansion trends, translating insights into refined processes, coverage models, and execution tactics.
- • Drive hiring, onboarding, and development of top talent to support the continued growth of the EMEA Customer Success organization, ensuring alignment with Drata’s operational and cultural standards.
- • Operate with high autonomy in a globally distributed environment, making independent decisions and maintaining momentum during periods of limited time zone overlap with global leadership teams.
- • Build and sustain a regional Customer Success culture grounded in Drata’s core values: Built on Trust, Act with Integrity, Being Customer-Obsessed, Competitive Fire, Diversity, and Automation First.
- • Ensure alignment with Drata’s mission to help companies earn and keep trust by embedding customer success as the proof layer of credibility in every customer interaction.
- • Maintain a strong presence in the London office 2–3 days per week, actively engaging with local team members and contributing to the regional team’s cohesion and performance.
- • Apply operational discipline and strategic judgment to balance scalability with personalized customer support, ensuring consistent value delivery across diverse customer profiles and compliance needs.
- • Advocate for customer feedback to inform product roadmap priorities and improve internal workflows, bridging the gap between frontline customer insights and company-wide innovation.
- • Drive proactive renewal and expansion initiatives by identifying at-risk accounts early and unlocking upsell opportunities through deep understanding of customer goals and Drata’s compliance automation capabilities.
🎯 Requirements
- • 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
🏖️ Benefits
- • Stock equity in the form of Restricted Stock Units (RSUs) to share in company success
- • Up to 100% employer-paid premiums for medical coverage for employees and dependents
- • Employer contribution of 4% to pension plan (in addition to employee’s 5% contribution)
- • Paid Parental Leave policy after six months of employment, plus access to Kindbody fertility and family-building benefits
- • Generous annual stipends for professional and personal development
- • Flexible vacation policy and paid holidays to support work-life balance
Skills & Technologies
REST
Hybrid
ÂŁ147k-182k
About Drata, Inc.
Drata is a compliance automation platform that continuously monitors and collects evidence for security frameworks such as SOC 2, ISO 27001, HIPAA, and PCI DSS. It integrates with cloud services, identity providers, and SaaS tools to track controls, manage risks, and generate audit-ready documentation. The company serves technology startups and enterprises seeking to streamline security compliance workflows and maintain continuous monitoring without manual spreadsheets.
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