Senior Customer Success Manager

Senior 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 a 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 operational readiness and prove the value of all Dragos offerings, including Dragos Platform, WorldView Threat Intelligence, and Professional Services.

Responsibilities

• Serve as the primary post-sales contact for a defined set of accounts.
• Develop a deep understanding of Dragos Platform, WorldView, and Professional Services capabilities and industry-specific challenges.
• Establish key relationships with customers and define success criteria to help them achieve measurable positive business outcomes.
• Execute customer success plans to drive onboarding, adoption, and satisfaction.
• 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).
• 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.

Qualifications

• 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.
• 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.
• 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.
• Deep familiarity with cybersecurity and how that translates to business outcomes.
• Willingness to travel 25%.
• Experience in the ICS/OT industry is highly preferred.

Compensation

• OTE: $140,000
• Competitive Equity Package
• Comprehensive Benefits Plan

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.