Senior Digital Customer Success Manager - Remote

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

Benefits offered by this job

Equity package

Benefits plan

Job summary

Dragos is a global leader in xOT cybersecurity, protecting critical infrastructure with a remote-first team across North America, Europe, the Middle East, and APAC.

As a Senior Customer Success Manager for North America, you will drive adoption, retention, and growth across a large customer portfolio through a scaled, digital approach and close collaboration with Sales, Technical Account Managers, Support, and Product to tailor engagements.

Qualifications

• 3+ years in Customer Success, Account Management, or similar roles in cybersecurity or enterprise SaaS, including renewal management.
• Direct experience in a Digital, Scaled, or Pooled Customer Success model with programs that drive adoption and retention across a high-volume portfolio.
• Hands-on experience with a customer success or engagement platform (Gainsight, Vitally, ChurnZero, Totango, or similar) and marketing automation tools (HubSpot, Marketo, Salesloft, or similar).
• Comfort working with data: health scores, usage telemetry, and engagement metrics to segment customers, trigger plays, and measure impact.
• Ability to point to measurable outcomes from digital programs you've built, such as improved retention, adoption, or engagement on a scaled book.
• Strong written communication skills, with the ability to craft clear, compelling customer-facing content and campaigns.
• Executive presence and strong verbal communication, presentation, and relationship-building skills for moments when a digital account needs a live conversation.
• Familiarity with cybersecurity and how it translates to business-level outcomes.
• Comfortable working independently in a remote-first environment.
• Willingness to travel occasionally for customer events and team onsites.

Responsibilities

• Own a large, segmented portfolio of accounts and serve as the primary post-sales owner through digital and pooled engagement models.
• Design, launch, and continuously improve digital programs such as automated onboarding journeys, adoption campaigns, lifecycle emails, webinars, in-app guidance, and customer communities.
• Use health scoring, product usage data, and engagement signals to segment accounts, trigger the right plays, and prioritize where human outreach is worth the time.
• Own gross dollar retention (GDR) and contribute to net dollar retention (NDR) for the digital book, including renewal management and early identification of commercial and technical risk.
• Build and execute at-risk recovery plans, and define clear criteria for escalating or handing off accounts to a high-touch CSM or TAM.
• Develop and maintain content, templates, and playbooks that let customers self-serve value across the Dragos portfolio.
• Define, track, and report on digital success metrics such as engagement rates, time to first value, adoption, health movement, and retention, then use the results to iterate on programs.
• Maintain Salesforce and other systems of record with accurate notes, health data, and recovery plans.
• Partner with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to create a seamless customer experience and surface expansion opportunities.
• Share what you learn from the digital motion with the broader CX organization to help shape how we scale.

Skills

Adoption & retention

Digital/Scaled CS

Data-driven

Communication

Executive presence

Cybersecurity knowledge

Remote-first

Travel readiness

Tools

Gainsight

Vitally

ChurnZero

Totango

HubSpot

Marketo

Salesloft

Job description

Dragos is a global leader in xOT cybersecurity, protecting critical infrastructure with a remote-first team across North America, Europe, the Middle East, and APAC.

As a Senior Customer Success Manager for North America, you will drive adoption, retention, and growth across a large customer portfolio through a scaled, digital approach and close collaboration with Sales, Technical Account Managers, Support, and Product to tailor engagements.