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Salary: USD 140,000 - 0 / annual
Dragos is the global leader in xOT (extended Operational Technology) cybersecurity, protecting critical infrastructure systems including water, power, and healthcare. The company combines technology, threat intelligence, and expert services to defend against adversaries targeting these mission-critical systems.
As Senior Customer Success Manager for North America (West region), you will serve as a trusted advisor to industrial clients throughout their journey with Dragos. You'll drive adoption, ensure satisfaction, and align solutions with customers' operational and security goals. This is a strategic post-sales role where you'll work closely with sales, technical account managers, and solution architects to demonstrate and operationalize value across Dragos Platform, WorldView threat intelligence, and Professional Services.
Key Responsibilities:
- Serve as primary post-sales contact for a defined set of accounts
- Develop 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 achieve measurable positive business outcomes
- Execute customer success plans to drive onboarding, adoption, and satisfaction
- Own account and churn risk management for assigned segments, including customer retention and health metrics; proactively engage to minimize churn (GDR) and increase expansion velocity (NDR)
- Monitor account health, identify risks, and escalate to senior colleagues as needed
- Maintain detailed records in SFDC and other systems of record, 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 seamless customer experience
Requirements:
[Note: The qualifications section was omitted from the provided excerpt. Requirements are not available in the text supplied.]
