Senior Customer Success Manager
About the Role:
As a Senior Customer Success Manager (CSM) for North America, you will serve as a trusted advisor to our industrial 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, and solution architects to leverage positive business outcomes to promote operational readiness and prove the value of all Dragos offerings, including Dragos Platform, WorldView Threat Intelligence, and Professional Services.
Responsibilities:
Serve as the primary post-sales contact for a defined set of accounts.
Develop a deep understanding of Dragos Platform, WorldView, and Professional Services capabilities and industry-specific challenges.
Establish key relationships with customers and define success criteria to help them achieve measurable positive business outcomes.
Execute customer success plans to drive onboarding, adoption, and satisfaction.
Account and Churn Risk Management: Own customer management (directly for certain segments), customer retention and health metrics, ensuring proactive engagement, value realization, and commercial and technical risk identification, to minimize churn (GDR) and increase expansion velocity (NDR).
Monitor account health, identify risks, and escalate to senior colleagues as needed.
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:
3+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors—including hands-on renewal management, adoption metrics, and customer health tracking.
Exceptional communication across all levels. Demonstrated ability to articulate complex technical concepts to executives, translate business outcomes to technical teams, and build trust through clarity and follow-through—both in writing and in person.
Ability to operate independently in a remote-first environment. Proactive and self-directed, with strong relationship-building skills and a track record of driving outcomes without constant oversight.
Deep familiarity with cybersecurity and how that tranlsates to business outcomes.
Willingness to travel 25%.
Experience in the ICS/OT industry is highly preferred.
Compensation:
OTE: $140,000
Competitive Equity Package
Comprehensive Benefits Plan
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