Senior Customer Success Manager

About the role

As the Customer Success Manager for Europe, you will serve as a trusted advisor to industrial clients throughout their journey with Dragos. You will play a pivotal role in driving adoption, ensuring satisfaction, and aligning solutions with the customer's operational and security goals. You will act as the bridge between Dragos and customers, advocating for their success while collaborating with internal teams to ensure world-class delivery.

Responsibilities

• Serve as the primary post-sales point of contact for customers in the EUROPE region.
• Drive successful onboarding, implementation, and adoption of Dragos solutions.
• Partner with customers to define success criteria and help them achieve measurable outcomes.
• Conduct regular business reviews to assess value realization and identify expansion opportunities.
• Act as the voice of the customer internally by relaying feedback to Product, Engineering, and Sales teams.
• Manage renewals and support customer retention efforts.
• Collaborate with Sales, Professional Services, and Support to ensure a seamless customer experience.
• Travel as needed across the region to build strong relationships and drive customer engagement (up to 30%).
• Monitor and manage customer health metrics, identifying risks early and taking action to ensure account stability and satisfaction.
• Proactively manage and escalate issues as needed, including the development and execution of at-risk account recovery plans.

Required skills

• Customer Success
• Account Management
• Cybersecurity
• Enterprise SaaS
• Stakeholder management

Nice to have

• Industrial control systems
• OT security
• German language

Qualifications

• 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors
• Proven ability to manage complex customer relationships and influence key stakeholders
• Experience working with EUROPE clients and understanding regional business practices and cultures
• Excellent communication, presentation, and relationship-building skills

Benefits

• Competitive Equity Package
• Comprehensive Benefits Plan

About the Company

Dragos is a global leader in OT cybersecurity, combining technology, threat intelligence, and expert services to protect critical infrastructure systems. The company operates as a remote-first, mission-driven team across North America, Europe, the Middle East, and APAC.