Senior Customer Success Manager - Digital

Dragos

5d•Remote

About The Position

As the 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 operationalization and prove the value of all Dragos offerings, including Dragos Platform, WorldView threat intelligence, and Professional Services. We're looking for someone ambitious to define, build out, and operate a scalable digital engagement program across a large number of customers.

Requirements

2+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management.
Strong communication, presentation, and relationship-building skills.
Ambitious, curious, and comfortable to learn new technologies to enable digital touch customer success strategies.
Comfortable working independently in a remote-first environment.
Familiarity with cybersecurity and how that translates to 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 helpful.

Responsibilities

Serve as the primary post-sales contact for a defined set of accounts.
Develop a deep understanding of Dragos Platform, WorldView Threat Intelligence, and Professional Services capabilities and industry-specific challenges.
Contribute to digital engagement strategies developed by senior team members.
Establish key relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes.
Execute customer success plans to drive onboarding, adoption, and satisfaction.
Own customer management for designated segments, driving retention and health metrics through proactive engagement, value realization, and early identification of commercial and technical risks to reduce churn (GDR) and accelerate expansion (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.