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
#LI-BR1 #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
- 3+ years of experience in Customer Success, Account Management, or similar roles
- Experience in cybersecurity, enterprise SaaS, or industrial sectors
- Experience with renewal management
- Strong communication, presentation, and relationship-building skills
- Ability to work independently in a remote-first environment
- Familiarity with cybersecurity and translating it into business-level outcomes
- Executive presence and strong written and verbal communication skills
- Familiarity with industrial control systems, OT security, or critical infrastructure environments
- Willingness to travel 25%
Dragos Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Remote-first flexibility and work-from-home options are consistently highlighted as standout aspects of the package, and feedback suggests the remote setup is particularly well regarded. Flexible scheduling further supports day-to-day work-life balance.
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Leave & Time Off Breadth — Flexible/unlimited PTO, paid holidays, and other time-off offerings are described as broad and competitive. Feedback suggests the overall time-off menu compares well with tech-sector norms.
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Fair & Transparent Compensation — Compensation ranges and the stated value of benefits (e.g., healthcare, 401(k), equity) are included in job postings, aiding apples-to-apples comparisons. Feedback suggests this transparency helps candidates understand total rewards upfront.
Dragos Insights
What We Do
At Dragos, every role advances a mission that matters. Surrounded by people with deep expertise, you’re trusted to own your work, grow your impact and your craft, while safeguarding civilization. Dragos delivers xOT cybersecurity for industrial and critical infrastructure, backed by a decade of frontline incident response experience. The Dragos Platform provides asset visibility, continuous monitoring, vulnerability management, and real-time threat detection, all powered by industry-leading intelligence. Dragos protects OT environments globally, including electric, oil & gas, manufacturing, water, and transportation.
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