Lead Customer Success Manager - Federal

Dragos, Inc. is a leader in ICS/OT Cybersecurity, dedicated to protecting industrial organizations. They are seeking a Lead Customer Success Manager for the Federal sector to drive customer adoption and satisfaction while aligning solutions with operational and security goals.

Responsibilities:

• Serve as the primary post-sales point of contact for strategic federal customers
• 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
• Directly manage assigned customer segments and maintain health metrics to drive proactive engagement and value realization
• Identify and mitigate commercial and technical risks to minimize churn (GDR) while maximizing expansion opportunities (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

Requirements:

• US Citizenship is required
• 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors
• Demonstrated ability to define, track, and drive customer success metrics (eg, NDR, GDR, churn analysis, expansion velocity)
• Proven ability to manage complex customer relationships and influence key stakeholders within the public sector
• Understanding of cybersecurity and how that translates to business-level outcomes
• Demonstrated ability to communicate effectively with diverse stakeholders and build credibility through compelling presentation and relationship-building
• Willingness to travel 25%
• Active security clearance
• Pre-sales or post-sales experience
• Prior experience working in critical infrastructure sectors and/or familiarity with ICS/OT Cybersecurity