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Drata · 1 month ago

Senior Director, Customer Support

United States

Full-time

Remote

Director/Executive

$183K/yr - $310K/yr

10+ years exp

Drata is seeking a high-impact Senior Director of Customer Support to lead their global support organization through its next phase of scale. This role involves owning the support strategy, operations, performance, and team development to ensure industry-leading responsiveness and customer satisfaction.

ComplianceInformation TechnologySaaSSecuritySoftware

Responsibilities

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

Qualification

Technical support leadershipAI-powered automationCustomer satisfaction managementEnterprise SaaS experienceIncident management protocolsSupport tooling expertiseExecutive communicationTeam developmentProcess optimizationCross-functional collaboration

Required

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

Preferred

Understanding of compliance, security, or GRC environments

Familiarity with Intercom, Jira, Sigma, and modern AI/automation tooling and familiarity with modern support ecosystems such as Zendesk or Salesforce Service Cloud

Benefits

90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge

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

$500 annually towards professional development opportunities + $250 annually towards personal development opportunities

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)

Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office

Reach your financial goals while reducing your taxes