Dragos

Lead and develop a high-performing Customer Success team, build relationships with key stakeholders, and ensure customer retention and expansion. | Proven experience in building and scaling Customer Success organizations in SaaS or cybersecurity, with knowledge of SIEM technologies like Splunk or Elastic, and strong leadership and stakeholder management skills. | About the position 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. Requirements • 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. • Willingness to travel 25%. Nice-to-haves • Experience working in security at an industrial company such as energy or manufacturing (on the Enterprise security side is perfectly acceptable and relevant) Benefits • Competitive Equity Package • Comprehensive Benefits Plan