Lead Customer Success Manager - Central

Dragos

11h•Remote

About The Position

As the Lead 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 operationalization and prove the value of all Dragos offerings, including Dragos Platform, WorldView threat intelligence, and Professional Services. We're open to candidates in the MST and CST time zones.

Requirements

5+ years of customer success, account management, or customer-facing roles in cybersecurity, enterprise SaaS, or industrial sectors.
Demonstrated success managing customer renewal, retention, and expansion metrics (GDR, NDR).
Proven ability to translate cybersecurity capabilities into measurable business outcomes and communicate technical value to executive-level stakeholders with strong written, verbal, and presentation skills.
Experience managing complex, multi-stakeholder customer relationships, influencing key decision-makers, and navigating competing priorities to drive adoption and advocacy.
Demonstrated success developing and executing customer success plans, conducting business reviews, identifying expansion opportunities, and proactively managing at-risk accounts to minimize churn.
Comfort working independently in a remote-first environment, managing multiple customer relationships simultaneously, and collaborating effectively with cross-functional teams (sales, technical, professional services, support).
Willingness and ability to travel up to 25%.

Nice To Haves

Familiarity with industrial control systems (ICS), operational technology (OT) security, or critical infrastructure environments is strongly preferred.

Responsibilities

Serve as the primary post-sales point of contact for customers in the NA region.
Develop a deep understanding of Dragos Platform, WorldView Threat Intelligence, and Professional Services capabilities and industry-specific challenges.
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 realization, 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 realization, and commercial and technical risk identification, in order to minimize 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.