Senior Customer Success Manager- West

Dragos is hiring a Senior Customer Success Manager to advise industrial clients across North America throughout their customer journey. The role drives adoption, satisfaction, retention, and measurable business outcomes by aligning Dragos offerings with customers’ operational and security goals.

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

Requirements:

• 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