Senior Customer Success Manager (UK)
Job Overview & Responsibilities
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 Customer Success Manager (CSM) for EUROPE, 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 will be the bridge between Dragos and our customers, advocating for their success while aligning 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.
Qualifications:
- 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors.
- Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is strongly preferred.
- 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.
- Comfortable working independently and across time zones in a remote-first environment.
- Multilingual candidates, particularly those speaking German and other European languages, are highly preferred.
Compensation:
- Salary: £85,000.00
- 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.
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