Senior Customer Success Manager- West
At a glance
Senior Customer Success role at Dragos. United States · no salary stated · we estimate $116,942–$160,000 across the United States.
Dragos has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Guide a set of customers after purchase, serving as their main contact throughout the relationship
- Agree on success measures with customers, then run plans that support onboarding, product use and satisfaction
- Track account health, retention and commercial or technical risks, escalating concerns and planning recovery where needed
- Keep SFDC and other record systems current with detailed account notes and success-plan progress
- Coordinate with sales, technical account managers, services, intelligence and support to deliver a joined-up customer experience
What you bring
- At least three years in customer success, account management or similar work in cybersecurity, enterprise SaaS or industrial sectors
- Renewal management experience, alongside clear communication, presentation and relationship-building skills
- You can work independently in a remote-first setting and explain how cybersecurity supports business outcomes
Who this fits
This senior role suits someone who can advise industrial customers and work across commercial and technical teams. You should be willing to travel twenty-five percent. Familiarity with industrial control systems, OT security or critical infrastructure is helpful.
From the employer
At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people are immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand what is at stake. Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.
About the Role:
As the Senior Customer Success Manager (CSM) for North America, you will serve as a trusted advisor to our industrial clients throughout their journey with Dragos. You’ll play a pivotal role in driving adoption, ensuring satisfaction, and aligning our solutions with the customer’s operational and security goals. You’ll work with sales, technical account managers, and solution architects to leverage positive business outcomes to promote operationalization and prove the value of all Dragos offerings, including Dragos Platform, WorldView threat intelligence, and Professional Services.
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.
Qualifications:
- 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.
- Willingness to travel 25%.
Compensation:
- OTE: $140,000
- Competitive Equity Package
- Comprehensive Benefits Plan
Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.
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