Senior Customer Success Manager

Dragos, Inc. is a global leader in xOT cybersecurity, dedicated to protecting critical infrastructure systems. The Senior Customer Success Manager will serve as a trusted advisor to industrial clients, driving adoption and ensuring satisfaction while aligning solutions with customer goals.

Responsibilities:

• Serve as the primary post-sales 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 with customers and define success criteria to 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 hands-on renewal management, adoption metrics, and customer health tracking
• Exceptional communication across all levels. Demonstrated ability to articulate complex technical concepts to executives, translate business outcomes to technical teams, and build trust through clarity and follow-through—both in writing and in person
• Ability to operate independently in a remote-first environment. Proactive and self-directed, with strong relationship-building skills and a track record of driving outcomes without constant oversight
• Deep familiarity with cybersecurity and how that translates to business outcomes
• Willingness to travel 25%
• Experience in the ICS/OT industry is highly preferred