Senior Director, Customer Support

Drata•San Francisco, CA

3d•Hybrid

About The Position

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.

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.

Nice To Haves

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)

Responsibilities

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.

Benefits

We provide stock equity to ensure that as the company grows, you share directly in that success.
Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents , along with comprehensive wellness benefits and healthcare concierge services designed to support your needs beyond traditional insurance.
A comprehensive suite of financial benefits, including a 401(k) plan , company-paid life and disability insurance , tax-advantaged spending accounts , and a range of discounted voluntary offerings to help you customize and strengthen your overall financial position.
Up to 16 weeks of paid parental leave (after six months of employment), along with a robust suite of family-support resources.
Employees also receive access to Kindbody fertility and family-building benefits and dedicated leave specialists who help guide you through the entire process.
Generous annual stipends for both professional and personal development, empowering you to invest in your continued growth.
You’ll also have access to a wide range of internal learning opportunities, ensuring you can build new skills, deepen your expertise, and advance your career with confidence.
Drata offers a flexible vacation policy, paid holidays, and other perks to recharge.

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