[Remote] Lead Customer Success Manager - Federal
Note: The job is a remote job and is open to candidates in USA. Dragos, Inc. is a leader in ICS/OT Cybersecurity, dedicated to protecting industrial organizations. They are seeking a Lead Customer Success Manager for the Federal sector to drive customer adoption and satisfaction while aligning solutions with operational and security goals.
Responsibilities
- Serve as the primary post-sales point of contact for strategic federal customers
- 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
- Directly manage assigned customer segments and maintain health metrics to drive proactive engagement and value realization
- Identify and mitigate commercial and technical risks to minimize churn (GDR) while maximizing expansion opportunities (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
Skills
- US Citizenship is required
- 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors
- Demonstrated ability to define, track, and drive customer success metrics (eg, NDR, GDR, churn analysis, expansion velocity)
- Proven ability to manage complex customer relationships and influence key stakeholders within the public sector
- Understanding of cybersecurity and how that translates to business-level outcomes
- Demonstrated ability to communicate effectively with diverse stakeholders and build credibility through compelling presentation and relationship-building
- Willingness to travel 25%
- Active security clearance
- Pre-sales or post-sales experience
- Prior experience working in critical infrastructure sectors and/or familiarity with ICS/OT Cybersecurity
Benefits
- Competitive Equity Package
- Comprehensive Benefits Plan
Company Overview