Senior Customer Success Manager – Digital

Job not on LinkedIn

🔥 21 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dragos, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

🏭 Manufacturing

📦 Logistics

💼 Consulting

💰 $74M Series D - Dragos on 2023-09

Manufacturing • Logistics • Consulting

Dragos, Inc. is a cybersecurity company specializing in operational technology (OT) and industrial control systems (ICS) protection for critical infrastructure. It provides an OT-native platform that delivers asset visibility, vulnerability management, threat detection, and response playbooks, backed by threat intelligence, managed services (including OT Watch and incident response), training, and compliance support. Dragos focuses on defending sectors like energy, utilities, manufacturing, transportation, and other industrial environments through a combination of software, intelligence, and expert services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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

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