Director, Customer Success Management - Americas

About the Role:

We are seeking a dedicated, ambitious, and self-driven Director of Customer Success Management to join our Customer Experience team. In this role, you will collaborate closely with leaders across Engineering, Product Management, Intelligence, and Services to remove barriers to product adoption. You'll also partner with sales professionals, technical account managers, and solution architects to demonstrate business value, drive operationalization, and showcase the impact of Dragos offerings-including the Dragos Platform, WorldView Threat Intelligence, and Professional Services. Leveraging your deep expertise in security, you will lead a diverse team of Customer Success Managers (CSMs) who act as trusted advisors guiding our industrial clients throughout their journey with Dragos.Your strong technical, communication, organizational, and leadership skills will enable you to oversee a team of passionate customer advocates who drive adoption, ensure satisfaction, and align our solutions with each client's operational and security objectives.Our ideal candidate is a transformational leader who can scale programs, increase efficiency, and deliver a world-class customer experience.

Responsibilities:

• Lead, mentor, and develop a team of high-performing customer-facing professionals (CSMs) across the Americas. Set performance expectations and provide detailed guidance to exceed those expectations.
• Develop a deep understanding of Dragos Platform, WorldView, and Professional Services capabilities and industry-specific challenges.
• Establish relationships with key senior customer stakeholders to understand their technical needs and business objectives.
• Work with the CSM team to uncover customer use cases, workflows, and pain points, ensuring action is taken to operationalize and promote the realized value of the Dragos offering.
• Serve as an executive sponsor for key accounts, ensuring strategic alignment and strong relationships at all levels.
• Work closely with other Customer Experience teams, Sales, RevOps, Product, Engineering, and Marketing to ensure seamless customer engagement.
• Own customer management (for certain segments), customer retention and health metrics, ensuring proactive engagement, value realization, and commercial and technical risk identification, in order to minimize churn (GDR) and increase expansion velocity (NDR).
• Improve on frameworks, methodologies, and tools to power team growth and improve workflow, efficiency, and scalability, including digital engagement techniques.
• Manage to KPIs: Establish key metrics and report to leadership on KPIs to track team performance, resource allocation, and prove the realized value.

Qualifications:

• Proven track record of building and scaling Customer Success organizations in SaaS or cybersecurity industries.
• Experience in SIEM technologies such as Splunk or Elastic.
• Manage multiple stakeholders and projects with exceptional time-management and organizational skills.
• Operational and transformational leadership skills, with experience building scalable processes and managing lean, efficient teams.
• Strong executive presence, written and verbal communications skills, and stakeholder management skills.
• Plus: Experience working in security at an industrial company such as energy or manufacturing (on the Enterprise security side is perfectly acceptable and relevant)
• Willingness to travel 25%.

Compensation:

• OTE: 245,000
• Competitive Equity Package
• Comprehensive Benefits Plan

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