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Dragos, Inc. · 2 days ago

Lead Customer Success Manager - West

United States

Full-time

Remote

Senior Level

$175K/yr - $175K/yr

5+ years exp

Dragos, Inc. is on a mission to defend industrial organizations with best-in-class technology and services in ICS/OT Cybersecurity. The Lead Customer Success Manager will serve as a trusted advisor to industrial clients, driving adoption and ensuring satisfaction while working collaboratively with various teams to achieve positive business outcomes.

Cyber SecurityNetwork SecuritySecurity

Responsibilities

Serve as the primary post-sales point of contact for customers in the NA region

Develop a deep understanding of Dragos Platform, WorldView, and Professional Services capabilities and industry-specific challenges

Drive successful onboarding, implementation, and adoption of Dragos solutions

Establish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes

Own customer success plans and conduct regular business reviews to assess value realization, promote advocacy, and identify expansion opportunities

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, in order to minimize churn (GDR) and increase expansion velocity (NDR)

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

Qualification

Customer Success ManagementCybersecurity KnowledgeAccount ManagementEnterprise SaaS ExperienceRelationship BuildingExecutive PresenceICSCommunicationPresentation Skills

Required

5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management

Excellent communication, presentation, and relationship-building skills

Comfortable working independently in a remote-first environment

Proven ability to manage complex customer relationships and influence key stakeholders

Understanding of cybersecurity and how that translates business level outcomes

Strong executive presence with exceptional written and verbal communications skills

Willingness to travel 25%

Preferred

Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments

Benefits

Competitive Equity Package

Comprehensive Benefits Plan

Company

Dragos, Inc.

Glassdoor3.6

Dragos provides the most effective OT cybersecurity technology for industrial and critical infrastructure to deliver on our global mission: to safeguard civilization.

Founded in 2016

Hanover, Maryland, USA

501-1000 employees