Drata Inc

Compensation

Full Description

Our Mission & Values: At Drata, we help companies earn and keep the trust of their users, customers, partners, and prospects. We're the proof layer that shows great companies deserve the trust they aim to build. We live our values every day. Built on Trust means consistency is everything. Act with Integrity by always doing the right thing. Being Customer-Obsessed keeps the people we serve at the center of our work. Competitive Fire drives us to push ourselves harder than anyone else. Diversity brings unique perspectives that lead to better solutions. Automation First ensures we save time and money by making efficiency a priority. Our Culture & Work Style At Drata, we're not just building software - we're building a mindset. Everything we do springs from: • Be a Driver (Owner‑Operator Mentality): Own your work. Improve relentlessly. Deliver results. • Move at Drata Speed (Precision & Velocity): Fast decisions. Quick learning. Immediate impact. • Stay Mission-Driven (Customer‑Obsessed): Challenge assumptions. Deliver value. Stay hungry. We pair that high-velocity culture with a thoughtful hybrid model because we believe flexibility and collaboration both matter. That's why in the Bay we come together in-office Tuesday through Thursday our high‑impact collaboration days where teams align, strategize, and innovate. Mondays and Fridays are flexible, giving you space for focused work, balance, and autonomy. If you thrive when you're empowered, energized, and working with smart, mission-driven people where you'll feel at home here. Why Join The Drata Team? The best way to understand the Driver's Mindset is to see it in action. We're an award-winning, mission-driven team of 600+ people worldwide, united by a culture that values trust, speed, and continuous growth. • See the Speed: Watch our CEO, Adam Markowitz, discuss the hyper-growth journey, from $0 to $100M ARR in just four years • Hear the Voice of the Team: Explore our "Life at Drata" page for employee testimonials on our collaborative and the growth opportunities available. • Experience the Impact: See why we are consistently recognized on Fortune's Best Workplaces lists. • Connect with Us on Socials: LinkedIn - follow us for company updates, employee stories, and career news. Job Summary: 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) How we support you:At Drata, our people are our strongest advantage-and we prove it with support that exceeds industry standards. Our total rewards package is designed to power your well-being, accelerate your growth, and keep your work-life balance thriving. Explore how we invest in your Life at Drata. • Shared Success: We provide stock equity to ensure that as the company grows, you share directly in that success. Equity gives every employee a sense of ownership and the opportunity to celebrate our wins together-because your contributions don't just support our progress; they help drive our collective success. • Health & Wellness: 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. • Financial Well-being: 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. • Family Support: 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. • Growth & Development: 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. • Time Off & Flexibility: We believe that to do your best work, you should get the time you need for rest, rejuvenation and recovery. Drata offers a flexible vacation policy, paid holidays, and other perks to recharge. 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 this role is: $229,300 - $310,300, subject to change. A variety of factors are considered when determining someone's leveling and compensation-including a candidate's professional background and experience. This range may be modified in the future and final offer amounts may vary from the amounts listed above.