Senior Manager, Customer Experience - U.S. Federal

Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization. The Senior Manager of Customer Experience for U.S. Federal leads and optimizes the end-to-end customer journey for Dragos’ federal customers, ensuring they realize maximum value from our solutions while aligning outcomes with mission and company strategy.

Responsibilities:

• Own and lead the federal customer experience strategy, ensuring alignment with federal acquisition cycles, mission priorities, and regulatory frameworks such as FedRAMP and NIST
• Build and maintain executive-level relationships across federal agencies, serving as the senior escalation point and executive sponsor for key accounts
• Oversee the full federal customer lifecycle—from onboarding and adoption to value realization, renewals, and expansion—while developing federal-specific playbooks that drive measurable outcomes
• Monitor customer health and proactively mitigate risk, including leading Executive Business Reviews for strategic federal accounts
• Partner closely with Federal Sales, Product, Intelligence, and Services teams to drive expansion, advocate for federal-specific needs, and ensure delivery excellence
• Define and manage key performance metrics (GDR, NDR, NPS, adoption, churn) and build scalable processes suited to both classified and unclassified environments
• Lead and mentor a multidisciplinary Customer Experience team (eg, Technical Account Managers, Solution Architects, Resident Engineers), fostering a culture of accountability, mission focus, and Dragos values
• Develop scalable frameworks and operational discipline to support continued federal-segment growth and accurate forecasting

Requirements:

• 8+ years of experience working directly with U.S. Federal agencies, including DoD, Civilian, or Intelligence Community organizations
• 5+ years of experience in cybersecurity, ICS/OT security, or related technical domains
• 3+ years of people-management experience, leading technical and customer-facing teams
• Strong familiarity with federal frameworks such as NIST, FedRAMP, RMF, and CMMC
• Proven track record managing complex, multi-stakeholder government accounts
• Deep understanding of federal procurement cycles and compliance requirements
• Demonstrated success driving cross-functional initiatives in high-growth environments
• Active security clearance or the ability to obtain one