Senior Customer Success Manager- West

Dragos; Oregon; Ibrido; USD 120.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

Equity package

Comprehensive benefits

Descrizione del lavoro

Dragos is seeking a Senior Customer Success Manager for North America. You will serve as a trusted advisor to industrial clients, driving adoption and aligning Dragos solutions with operational and security goals.

You will collaborate with Sales, Technical Account Managers, and Professional Services to promote value across Dragos Platform, WorldView, and Services, while navigating a remote-first environment and 25% travel as needed.

Competenze

• 3+ years of experience in Customer Success or Account Management in cybersecurity or enterprise SaaS.
• Strong communication, presentation, and relationship-building skills.
• Experience working in a remote-first environment.
• Familiarity with ICS, OT security, or critical infrastructure is helpful.

Mansioni

• Serve as the primary post-sales contact for a defined set of accounts.
• Develop deep understanding of Dragos Platform, WorldView, and Professional Services capabilities.
• Build relationships and define success criteria with customers to achieve measurable outcomes.
• Execute customer success plans to drive onboarding, adoption, and satisfaction.
• Monitor account health and proactively manage risks to minimize churn and drive expansions.
• Maintain SFDC and systems of record with proactive notes and recovery plans.
• Collaborate with Sales, TAC, Professional Services, Intelligence, and Support for a seamless customer experience.

Conoscenze

Customer Success

Account Management

Cybersecurity

Enterprise SaaS

Renewal Management

Descrizione del lavoro

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 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.

Responsibilities

• Serve as the primary post-sales of 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 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.
• 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 elevate 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 renewal management.
• Strong communication, presentation, and relationship-building skills.
• Comfortable working independently in a remote-first environment.
• Familiarity with cybersecurity and how that translates business level outcomes.
• Executive presence, written, and verbal communications skills.
• Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is helpful.
• Willingness to travel 25%.

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.