Senior Customer Success Manager- West

Dragos; United States; Remote; USD 126,000 - 154,000; Full time

Benefits offered by this job

Competitive Equity Package

Comprehensive Benefits Plan

Remote-first environment

Job summary

Dragos is seeking a Senior Customer Success Manager for North America to guide industrial clients through their journey with Dragos Platform, WorldView threat intelligence, and Professional Services.

You will partner with Sales, TAMs, and engineers to drive onboarding, adoption, and measurable outcomes while managing churn risk and expanding opportunities. This remote-first role requires travel up to 25% and a strong cybersecurity mindset.

Qualifications

• 3+ years in Customer Success, Account Management, or similar in cybersecurity, enterprise SaaS, or industrial sectors.
• Strong communication, presentation, and relationship-building skills.
• Comfortable working independently in a remote-first environment.
• Familiarity with cybersecurity and how it translates to business outcomes.
• Executive presence in written and verbal communications.
• Familiarity with ICS/OT or critical infrastructure environments is helpful.
• Willingness to travel 25%.

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.
• Establish relationships and partner with customers to define success criteria and achieve measurable outcomes.
• Execute customer success plans to drive onboarding, adoption, and satisfaction.
• Own account management, retention and health metrics to minimize churn and enable expansion.
• Monitor account health and elevate risks to senior colleagues as needed.
• Maintain SFDC and other systems with proactive notes and recovery plans.
• Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support for a seamless customer experience.

Skills

Customer Success

Account Management

Cybersecurity

Enterprise SaaS

Remote work

Travel readiness

Job description

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 areimmediatelyat risk.We are the global leader inxOTcybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understandwhat isat 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

#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.