Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization; running water, functioning electricity, and safe industrial working environments. As the market leader in ICS/OT Cybersecurity, we are dedicated to arming our customers with best-in-class technology, threat intelligence, and services to protect their systems as effectively and efficiently as possible. We’re a remote-first culture with operations in North America, Europe, the Middle East, and APAC. We’re looking for mission-oriented teammates who embody our core values of authenticity, transparency, and trust. Are you ready to make a difference? Come join a mission that can save the world!
About the Role:
As the Lead 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. We're open to candidates in the MST and CST time zones.
Responsibilities:
- Serve as the primary post-sales point of contact for customers in the NA region.
- Develop a deep understanding of Dragos Platform, WorldView Threat Intelligence, and Professional Services capabilities and industry-specific challenges.
- 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.
- 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, in order to minimize churn (GDR) and increase expansion velocity (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.
Qualifications:
- 5+ years of customer success, account management, or customer-facing roles in cybersecurity, enterprise SaaS, or industrial sectors.
- Demonstrated success managing customer renewal, retention, and expansion metrics (GDR, NDR).
- Proven ability to translate cybersecurity capabilities into measurable business outcomes and communicate technical value to executive-level stakeholders with strong written, verbal, and presentation skills.
- Experience managing complex, multi-stakeholder customer relationships, influencing key decision-makers, and navigating competing priorities to drive adoption and advocacy.
- Demonstrated success developing and executing customer success plans, conducting business reviews, identifying expansion opportunities, and proactively managing at-risk accounts to minimize churn.
- Comfort working independently in a remote-first environment, managing multiple customer relationships simultaneously, and collaborating effectively with cross-functional teams (sales, technical, professional services, support).
- Familiarity with industrial control systems (ICS), operational technology (OT) security, or critical infrastructure environments is strongly preferred.
- Willingness and ability to travel up to 25%.
Compensation:
- OTE: $175,000
- Competitive Equity Package
- Comprehensive Benefits Plan
#LI-JF1 #LI-REMOTE
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.
Skills Required
- 5+ years in customer success, account management, or customer-facing roles in cybersecurity, enterprise SaaS, or industrial sectors.
- Proven success managing customer renewal, retention, and expansion metrics (GDR, NDR).
- Ability to translate cybersecurity capabilities into measurable business outcomes and communicate technical value to executive stakeholders.
- Experience managing complex, multi-stakeholder customer relationships and influencing decision-makers to drive adoption and advocacy.
- Experience developing and executing customer success plans, conducting business reviews, identifying expansion opportunities, and managing at-risk accounts to minimize churn.
- Comfort working independently in a remote-first environment and collaborating with cross-functional teams (sales, technical, professional services, support).
- Maintain Salesforce (SFDC) and systems of record with detailed notes and account recovery plans.
- Willingness and ability to travel up to 25%.
- Familiarity with industrial control systems (ICS), operational technology (OT) security, or critical infrastructure environments.
- Pass a background check as a condition of employment.
What We Do
Dragos is an industrial (OT/ICS/IIoT) cybersecurity company on a mission to safeguard civilization. Our integrated software platform provides critical visibility into ICS and OT networks so that threats are identified, and can be addressed before they become significant events, our solutions are optimized for emerging applications like the Industrial Internet of Things (IIoT), enabling our clients in power and water utilities, energy, and manufacturing industries to establish a resilient and adaptable security posture.
