Senior Director, Customer Support

Drata is seeking a high-impact Senior Director of Customer Support to lead our global support organization through its next phase of scale. This leader will own support strategy, operations, performance, and team development while ensuring Drata continues to deliver industry-leading responsiveness, quality, and customer satisfaction leveraging AI-powered workflows, intelligent automation, and scalable systems to deliver a consistently exceptional support experience.

You will oversee a high-performing support team with a history of 98%+ CSAT, exceptional response times, and a reputation for world-class customer experience. You’ll elevate this foundation by scaling processes, automation, and systems that enable efficiency as Drata continues rapid enterprise growth. You will also serve as a cross-functional leader partnering with Product, Engineering, Customer Success, and Security to ensure that customers receive clear, fast, and accurate support across the Drata platform.
Drata’s platform is increasingly adopted by enterprise customers with complex compliance, security, and operational requirements, and this role ensures our support capabilities meet CIO/CISO/CTO-level expectations for responsiveness, precision, and reliability.

This is a hands-on, highly visible leadership role for someone who loves building teams, driving operational excellence, and directly shaping the customer experience.

What you’ll do:

Support Strategy & Operations

• 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.

Team Leadership & Development

• 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.

Automation, Tooling, & Process Optimization

• 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.

Customer Experience & Incident Management

• 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.

Cross-Functional Collaboration & Insights

• 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.

What you’ll bring:

• 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

This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are below, subject to change.

Tier 1: $229,300 - $310,300
Tier 2: $206,400 - $279,200
Tier 3: $183,400 - $248,200

You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above. 

Drata is on a mission to serve as the trust layer between great companies.

Drata is a trust management platform that uses AI-driven automation to modernize governance, risk, and compliance, helping thousands of businesses develop a more secure, proactive, and risk-aware organization to continuously maintain trust with customers.

We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We know how burdensome achieving and maintaining a strong GRC posture can be with the rise in compliance regulations. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.

Our team of SaaS, security, compliance, and audit experts have built a better way - with automation

Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.