Senior Customer Success Manager (UAE)
About the Role:
As the Customer Success Manager (CSM) for MEA, 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 will be the bridge between Dragos and our customers, advocating for their success while aligning with internal teams to ensure world-class delivery.
Responsibilities:
Serve as the primary post-sales point of contact for customers in the MEA region.
Drive successful onboarding, implementation, and adoption of Dragos solutions.
Partner with customers to define success criteria and help them achieve measurable outcomes.
Conduct regular business reviews to assess value realization and identify expansion opportunities.
Act as the voice of the customer internally by relaying feedback to Product, Engineering, and Sales teams.
Manage renewals and support customer retention efforts.
Collaborate with Sales, Professional Services, and Support to ensure a seamless customer experience.
Travel as needed across the region to build strong relationships and drive customer engagement (up to 30%).
Monitor and manage customer health metrics, identifying risks early and taking action to ensure account stability and satisfaction.
Proactively manage and escalate issues as needed, including the development and execution of at-risk account recovery plans.
Qualifications:
5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors.
Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is strongly preferred.
Proven ability to manage complex customer relationships and influence key stakeholders.
Experience working with MEA clients and understanding regional business practices and cultures.
Excellent communication, presentation, and relationship-building skills.
Comfortable working independently and across time zones in a remote-first environment.
Multilingual candidates, particularly those speaking Arabic, English and French, are highly preferred.
Compensation:
OTE: 440,000.00 د.إ
Competitive Equity Package
Comprehensive Benefits Plan
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