Senior Customer Success Manager- Digital
About the Role:
As a Senior Customer Success Manager on our Digital Customer Success team for North America, you will drive adoption, retention, and growth across a large portfolio of Dragos customers through a scaled, one-to-many motion. You will build and run the programs, playbooks, and automation that help customers realize value from the full Dragos portfolio. You’ll partner with Sales, Technical Account Managers, Support, and Product to match each customer with the engagement that fits where they are in their journey, and to recognize when a digital account needs a human to step in.
Responsibilities:
Own a large, segmented portfolio of accounts and serve as the primary post-sales owner through digital and pooled engagement models.
Design, launch, and continuously improve digital programs such as automated onboarding journeys, adoption campaigns, lifecycle emails, webinars, in-app guidance, and customer communities.
Use health scoring, product usage data, and engagement signals to segment accounts, trigger the right plays, and prioritize where human outreach is worth the time.
Own gross dollar retention (GDR) and contribute to net dollar retention (NDR) for the digital book, including renewal management and early identification of commercial and technical risk.
Build and execute at-risk recovery plans, and define clear criteria for escalating or handing off accounts to a high-touch CSM or TAM.
Develop and maintain content, templates, and playbooks that let customers self-serve value across the Dragos portfolio.
Define, track, and report on digital success metrics such as engagement rates, time to first value, adoption, health movement, and retention, then use the results to iterate on programs.
Maintain Salesforce and other systems of record with accurate notes, health data, and recovery plans.
Partner with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to create a seamless customer experience and surface expansion opportunities.
Share what you learn from the digital motion with the broader CX organization to help shape how we scale.
Qualifications:
3+ years in Customer Success, Account Management, or similar roles in cybersecurity or enterprise SaaS, including renewal management.
Direct experience in a Digital, Scaled, or Pooled Customer Success model, with a track record of building and operating programs that drive adoption and retention across a high-volume portfolio.
Hands-on experience with a customer success or engagement platform (Gainsight, Vitally, ChurnZero, Totango, or similar) and marketing automation or outreach tools (HubSpot, Marketo, Salesloft, or similar).
Comfort working with data: health scores, usage telemetry, and engagement metrics to segment customers, trigger plays, and measure impact.
Ability to point to measurable outcomes from digital programs you’ve built, such as improved retention, adoption, or engagement on a scaled book.
Strong written communication skills, with the ability to craft clear, compelling customer-facing content and campaigns.
Executive presence and strong verbal communication, presentation, and relationship-building skills for the moments when a digital account needs a live conversation.
Familiarity with cybersecurity and how it translates to business-level outcomes.
Comfortable working independently in a remote-first environment.
Willingness to travel occasionally for customer events and team onsites.
Compensation:
OTE: $140,000
Competitive Equity Package
Comprehensive Benefits Plan
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