Senior Customer Success Manager

<div class="content-intro"><p><span class="TextRun SCXW107525881 BCX8" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW107525881 BCX8">At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people are </span><span class="NormalTextRun SCXW107525881 BCX8">immediately</span><span class="NormalTextRun SCXW107525881 BCX8"> at risk. </span><span class="NormalTextRun SCXW107525881 BCX8">We are the global leader in </span><span class="NormalTextRun SCXW107525881 BCX8">xOT</span><span class="NormalTextRun SCXW107525881 BCX8"> cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand </span><span class="NormalTextRun SCXW107525881 BCX8">what is</span><span class="NormalTextRun SCXW107525881 BCX8"> at stake</span><span class="NormalTextRun SCXW107525881 BCX8">. Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.</span></span><span class="EOP Selected SCXW107525881 BCX8" data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":120,"335559739":160,"335559740":360}"> </span></p></div><p><strong><span data-contrast="auto">About the Role</span></strong><span data-contrast="auto">:</span><span data-ccp-props="{}"> </span></p>
<p><span data-ccp-props="{}"><span class="TextRun SCXW142213423 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW142213423 BCX8">As a </span></span><span class="TextRun MacChromeBold SCXW142213423 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW142213423 BCX8">Senior </span><span class="NormalTextRun SCXW142213423 BCX8">Customer Success Manager (CSM)</span></span><span class="TextRun SCXW142213423 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW142213423 BCX8"> for North America, you will serve as a trusted advisor to our industrial clients throughout their journey with Dragos. </span><span class="NormalTextRun SCXW142213423 BCX8">You’ll</span><span class="NormalTextRun SCXW142213423 BCX8"> play a pivotal role in driving adoption, ensuring satisfaction, and aligning our solutions with the customer’s operational and security goals. </span><span class="NormalTextRun SCXW142213423 BCX8">You’ll</span><span class="NormalTextRun SCXW142213423 BCX8"> work with sales, technical account managers, and solution architects to </span><span class="NormalTextRun SCXW142213423 BCX8">leverage</span><span class="NormalTextRun SCXW142213423 BCX8"> positive business outcomes to promote operational readiness and prove the value of all Dragos offerings, including Dragos Platform, </span><span class="NormalTextRun SCXW142213423 BCX8">WorldView</span><span class="NormalTextRun SCXW142213423 BCX8"> Threat Intelligence, and Professional Services.</span><span class="NormalTextRun SCXW142213423 BCX8"> </span></span><span class="EOP Selected SCXW142213423 BCX8" data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span> </span></p>
<p><strong><span data-contrast="auto">Responsibilities</span></strong><span data-contrast="auto">:</span> <span data-ccp-props="{}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Serve as the primary post-sales contact for a defined set of accounts.</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Develop a deep understanding of Dragos Platform, WorldView, and Professional Services capabilities and industry-specific challenges. </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Establish key relationships with customers and define success criteria to help them achieve measurable positive business outcomes. </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Execute customer success plans to drive onboarding, adoption, and satisfaction. </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">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, to minimize churn (GDR) and increase expansion velocity (NDR). </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Monitor account health, identify risks, and escalate to senior colleagues as needed. </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Regularly maintain SFDC and other systems of record with detailed notes including proactive development and execution of success and at-risk account recovery plans. </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experience.<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Qualifications</span></strong><span data-contrast="auto">:</span> <span data-ccp-props="{}"> </span></p>
<ul>
<li>3+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors—including hands-on renewal management, adoption metrics, and customer health tracking.</li>
<li>Exceptional communication across all levels. Demonstrated ability to articulate complex technical concepts to executives, translate business outcomes to technical teams, and build trust through clarity and follow-through—both in writing and in person.</li>
<li>Ability to operate independently in a remote-first environment. Proactive and self-directed, with strong relationship-building skills and a track record of driving outcomes without constant oversight.</li>
<li>Deep familiarity with cybersecurity and how that tranlsates to business outcomes. </li>
<li>Willingness to travel 25%.</li>
<li>Experience in the ICS/OT industry is highly preferred.</li>
</ul>
<p><strong><span data-contrast="auto">Compensation</span></strong><span data-contrast="auto">:</span><span data-ccp-props="{}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">OTE: $140,000 </span><span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Competitive Equity Package <span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Comprehensive Benefits Plan<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559738":0,"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{}"> </span></p>
<p><span data-contrast="none">#LI-JF1 #LI-REMOTE </span> <span data-ccp-props="{}"> </span></p>
<p> </p><div class="content-conclusion"><p>Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.</p></div>