Senior Manager, Customer Experience - U.S. Federal

Dragos

13h•Remote

About The Position

The Senior Manager of Customer Experience for U.S. Federal leads and optimizes the end‑to‑end customer journey for Dragos’ federal customers, ensuring they realize maximum value from our solutions while aligning outcomes with mission and company strategy. In this role, you'll partner closely with Go‑to‑Market, Services, Intelligence, Product, Marketing, and Executive teams to drive adoption, retention, expansion, and measurable mission impact across the public sector. Directly influencing customer satisfaction, operational resilience, and revenue growth, you will ensure federal customers not only deploy Dragos capabilities successfully but achieve meaningful improvements in cybersecurity posture and long‑term mission success.

Requirements

8+ years of experience working directly with U.S. Federal agencies, including DoD, Civilian, or Intelligence Community organizations.
5+ years of experience in cybersecurity, ICS/OT security, or related technical domains.
3+ years of people‑management experience, leading technical and customer‑facing teams.
Strong familiarity with federal frameworks such as NIST, FedRAMP, RMF, and CMMC.
Proven track record managing complex, multi‑stakeholder government accounts.
Deep understanding of federal procurement cycles and compliance requirements.
Demonstrated success driving cross‑functional initiatives in high‑growth environments.
Active security clearance or the ability to obtain one.

Responsibilities

Own and lead the federal customer experience strategy, ensuring alignment with federal acquisition cycles, mission priorities, and regulatory frameworks such as FedRAMP and NIST.
Build and maintain executive‑level relationships across federal agencies, serving as the senior escalation point and executive sponsor for key accounts.
Oversee the full federal customer lifecycle—from onboarding and adoption to value realization, renewals, and expansion—while developing federal‑specific playbooks that drive measurable outcomes.
Monitor customer health and proactively mitigate risk, including leading Executive Business Reviews for strategic federal accounts.
Partner closely with Federal Sales, Product, Intelligence, and Services teams to drive expansion, advocate for federal‑specific needs, and ensure delivery excellence.
Define and manage key performance metrics (GDR, NDR, NPS, adoption, churn) and build scalable processes suited to both classified and unclassified environments.
Lead and mentor a multidisciplinary Customer Experience team (eg, Technical Account Managers, Solution Architects, Resident Engineers), fostering a culture of accountability, mission focus, and Dragos values.
Develop scalable frameworks and operational discipline to support continued federal‑segment growth and accurate forecasting.