Senior Customer Success Manager – Digital

Vaga não está no LinkedIn

🕒 2 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 12%

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Dragos, Inc.

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2016

🏭 Manufatura

📦 Logística

💼 Consultoria

💰 $74.000.000 Series D - Dragos em 2023-09

Manufacturing • Logistics • Consulting

A Dragos, Inc. é uma empresa de cybersecurity especializada na proteção de operational technology (OT) e industrial control systems (ICS) para infraestruturas críticas. A empresa oferece uma plataforma nativa de OT que proporciona visibilidade de ativos, gestão de vulnerabilidades, detecção de ameaças e playbooks de resposta, apoiada por threat intelligence, serviços gerenciados (incluindo OT Watch e resposta a incidentes), treinamentos e suporte à conformidade. A Dragos atua na proteção de setores como energia, utilities, manufatura, transporte e outros ambientes industriais por meio da combinação de software, inteligência e serviços especializados.

Descrição

• Drive adoption, retention, and growth across a large portfolio of Dragos customers through a scaled, one-to-many motion • Build and run programs, playbooks, and automation that help customers realize value from the full Dragos portfolio • Partner with Sales, Technical Account Managers, Support, and Product to tailor customer engagement and identify when human intervention is needed • Own a large, segmented portfolio of accounts as the primary post-sales owner through digital and pooled engagement models • Design, launch, and improve automated onboarding journeys, adoption campaigns, lifecycle emails, webinars, in-app guidance, and customer communities • Use health scoring, product usage data, and engagement signals to segment accounts, trigger plays, and prioritize human outreach • Own gross dollar retention and contribute to net dollar retention, including renewal management and early identification of commercial and technical risk • Build and execute at-risk recovery plans and define escalation or handoff criteria • Develop and maintain self-service content, templates, and playbooks • Define, track, and report digital success metrics, using results to iterate programs • Maintain Salesforce and other systems of record with accurate notes, health data, and recovery plans • Partner cross-functionally to create a seamless customer experience and surface expansion opportunities • Share learnings with the broader CX organization to improve scale

🎯 Requisitos

• 3+ years in Customer Success, Account Management, or similar roles in cybersecurity or enterprise SaaS, including renewal management • Direct experience in a Digital, Scaled, or Pooled Customer Success model, with a track record of building and operating programs that drive adoption and retention across a high-volume portfolio • Hands-on experience with a customer success or engagement platform (Gainsight, Vitally, ChurnZero, Totango, or similar) and marketing automation or outreach tools (HubSpot, Marketo, Salesloft, or similar) • Comfort working with health scores, usage telemetry, and engagement metrics to segment customers, trigger plays, and measure impact • Ability to point to measurable outcomes from digital programs built, such as improved retention, adoption, or engagement on a scaled book • Strong written communication skills for customer-facing content and campaigns • Executive presence and strong verbal communication, presentation, and relationship-building skills • Familiarity with cybersecurity and translating it to business-level outcomes • Comfortable working independently in a remote-first environment • Willingness to travel occasionally for customer events and team onsites • Must pass a background check as a condition of employment

🏖️ Benefícios

• Competitive Equity Package • Comprehensive Benefits Plan • Remote-first work environment • Occasional travel for customer events and team onsites

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