Lead Customer Success Manager - Federal
About The Position
As the Lead Customer Success Manager (CSM) for Dragos Public Sector, you will serve as a trusted advisor to our Federal 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 operationalization and prove the value of all Dragos offerings, including Dragos Platform, WorldView threat intelligence, and Professional Services. We're open to candidates in all US time zones but primarily operate in EST.
Requirements
- US Citizenship is required.
- 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors.
- Demonstrated ability to define, track, and drive customer success metrics (eg, NDR, GDR, churn analysis, expansion velocity).
- Proven ability to manage complex customer relationships and influence key stakeholders within the public sector.
- Understanding of cybersecurity and how that translates to business-level outcomes.
- Demonstrated ability to communicate effectively with diverse stakeholders and build credibility through compelling presentation and relationship-building.
- Willingness to travel 25%.
Nice To Haves
- Active security clearance
- Pre-sales or post-sales experience
- Prior experience working in critical infrastructure sectors and/or familiarity with ICS/OT Cybersecurity
Responsibilities
- Serve as the primary post-sales point of contact for strategic federal customers.
- 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.
- Directly manage assigned customer segments and maintain health metrics to drive proactive engagement and value realization.
- Identify and mitigate commercial and technical risks to minimize churn (GDR) while maximizing expansion opportunities (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.
Benefits
- Competitive Equity Package
- Comprehensive Benefits Plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
