Senior Director, Customer Support

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Drata

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Cybersecurity • Compliance • SaaS

Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company’s security controls, streamlining workflows to ensure audit-readiness. The platform provides solutions for startups, growth, and enterprise companies to scale and enhance their compliance programs. It covers a variety of frameworks including SOC 2, ISO 27001, HIPAA, GDPR, and FedRAMP. Drata offers integrations with various systems and promotes automation and customization in managing compliance processes, helping companies maintain compliance effortlessly through adaptive automation and deep integrations with existing IT ecosystems.

201 - 500 employees

Founded 2020

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

💰 $100M Series B on 2021-11

📋 Description

• Own the global support operating model, including tiering, workflows, routing logic, SLAs, and escalation governance, ensuring it scales with enterprise growth. • Set support KPIs, service-level expectations, and team goals (CSAT, FRT, TTR, backlog, deflection rate) and provide actionable insights to leadership. • Lead forecasting, capacity planning, workforce management, and staffing strategy. • Ensure the support operating model meets enterprise-grade standards for uptime, reliability, and incident readiness, particularly for customers with strict compliance and audit timelines. • Mentor and develop support managers and team leads; build a culture of performance, accountability, and continuous improvement. • Elevate team capabilities through structured coaching, skill development, and training programs. • Recruit and scale a diverse, high-performing support team aligned to Drata’s growth. • Drive automation and AI-enabled support workflows to reduce manual effort and expand self-service. • Implement and optimize AI-powered capabilities—including intelligent chatbots, workflow automation, and generative AI agents—to improve efficiency, accelerate resolution times, and increase ticket deflection. • Own tooling strategy across Intercom, Jira, Sigma, and internal systems; partner with engineering for enhancements and custom tooling. • Eliminate single points of failure through systematization, documented processes, and cross-training. • Own the knowledge management strategy, ensuring comprehensive, up-to-date documentation that enhances self-service and internal enablement. • Lead the team through escalations, critical incidents, and high-stakes interactions with CISOs, CTOs, CIOs, and compliance leaders. • Lead communications and coordination during high-severity incidents, including executive-level briefings for CIOs, CISOs, CTOs, and other critical stakeholders. • Ensure proactive communication, tight coordination with CS and Product, and strong root-cause resolution practices. • Maintain Drata’s industry-leading customer satisfaction ratings through operational rigor and continuous improvement. • Oversee the classification and escalation of product issues, ensuring high-quality root cause analyses and structured feedback loops that translate frontline insights into product reliability and roadmap improvements. • Partner closely with Product and Engineering on issue classification, RCA, roadmap inputs, and platform reliability. • Collaborate with Customer Success, PS, and Sales Engineering to deliver a seamless customer journey across the lifecycle. • Translate customer insights into strategic recommendations that influence roadmap, processes, and GTM motions. • Quantify customer and business impact of recurring issues to inform prioritization, influence sprint allocation, and ensure high-impact defects are resolved with measurable improvements.

🎯 Requirements

• 10+ years of post-sales experience in a technical support role, or equivalent position, ideally in B2B SaaS • 5-8+ years leading and scaling global technical customer support teams • Experience supporting enterprise-grade SaaS platforms with strict SLAs, uptime requirements, and incident management protocols. • Proven track record delivering high CSAT, low response/resolution times, and strong operational outcomes • Strong executive communication skills, with comfort interacting with C-suite and technical stakeholders • Experience running escalations and incident response with engineering and product stakeholders • Deep expertise in support tooling, workflows, analytics, and automation • Hands-on experience applying AI in support environments such as chatbots, automation workflows, or generative AI assistants to scale support capacity and improve deflection. • Understanding of compliance, security, or GRC environments (preferred) • Familiarity with Intercom, Jira, Sigma, and modern AI/automation tooling and familiarity with modern support ecosystems such as Zendesk or Salesforce Service Cloud.(preferred)

🏖️ Benefits

• Health & Wellness: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge • HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan) • 100% paid short and long term disability plus life + AD&D benefits • Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities • Flexible Time Off: Flexible vacation policy for strong, fully charged batteries • 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment) • Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office • 401K: Reach your financial goals while reducing your taxes