Lead Customer Success Manager - APAC
About the Role:
As the Lead Customer Success Manager (CSM) for APAC, you will serve as a trusted advisor to our clients throughout their journey with Dragos. You’ll play a pivotal role in driving adoption, ensuring satisfaction, and aligning our solutions with the customer’s operational and security goals. You’ll work with sales, technical account managers, resident engineers and solution architects to leverage positive business outcomes to promote operationalisation and prove the value of all Dragos offerings.
Responsibilities:
Serve as the primary post-sales point of contact for customers in the APAC region.
Drive successful onboarding, implementation, and adoption of Dragos solutions.
Establish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes.
Own customer success plans and conduct regular business reviews to assess value realisation, promote advocacy, and identify expansion opportunities.
Account and Churn Risk Management: Own customer management (directly for certain segments), customer retention and health metrics, ensuring proactive engagement, value realisation, and commercial and technical risk identification, to minimise churn (GDR) and increase expansion velocity (NDR).
Regularly maintain SFDC and other systems of record with detailed notes including proactive development and execution of success and at-risk account recovery plans.
Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experience.
Qualifications:
5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management.
Excellent communication, presentation, and relationship-building skills.
Comfortable working independently in a remote-first environment.
Proven ability to manage complex customer relationships and influence key stakeholders.
Understanding of cybersecurity and how that translates business level outcomes.
Strong executive presence, written, and verbal communications skills.
Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is preferred.
Willingness to travel 25%.
Compensation:
OTE: A$ 200,000.00
Competitive Equity Package
Comprehensive Benefits Plan
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