Lead Customer Success Manager - West

Dragos

5d•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 PST and MST time zones.

Requirements

5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management.
Excellent communication, presentation, and relationship-building skills.
Comfortable working independently in a remote-first environment.
Proven ability to manage complex customer relationships and influence key stakeholders.
Understanding of cybersecurity and how that translates business level outcomes.
Strong executive presence with exceptional written and verbal communications skills.
Willingness to travel 25%.

Nice To Haves

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