Senior Customer Success Manager- West

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 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 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 

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