Customer Success Manager

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 immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand what is at stake . 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. About the Role : 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, 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 the E ST time zone . Responsibilities : Serve as the primary post-sales point of contact for customers in theNAregion. 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. Establishrelationshipsand partner with customers to define success criteria and help them achieve measurablepositive businessoutcomes. Own customer success plans and conduct regular business reviews to assess value realization, promote advocacy, andidentifyexpansion opportunities. Account and Churn Risk Management: Own customer management (directlyfor certain segments), customerretentionand health metrics, ensuring proactive engagement, value realization, and commercial and technical risk identification,in order tominimize 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. Qualifications : 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectorsincluding 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 ofcybersecurityand how that translates business level outcomes. Strong executive presence,written,and verbal communications skills. Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is preferred. Willingness to travel 25%. Compensation : Salary: $175,000 Competitive Equity Package Comprehensive Benefits Plan #LI-BR1 #LI-REMOTE 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.