Senior Customer Success Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Act as the main point of contact for customers in the MEA region following the sales process.

• Facilitate successful onboarding, implementation, and utilization of Dragos solutions.

• Collaborate with customers to establish success criteria and assist them in achieving measurable results.

• Conduct regular business reviews to evaluate value realization and pinpoint opportunities for expansion.

• Represent the customer's voice internally by communicating feedback to the Product, Engineering, and Sales teams.

• Oversee renewals and support efforts aimed at retaining customers.

• Work closely with Sales, Professional Services, and Support to ensure a smooth customer experience.

• Travel as required across the region to foster strong relationships and enhance customer engagement (up to 30%).

• Track and manage customer health metrics, identifying risks early and taking necessary actions to maintain account stability and satisfaction.

• Proactively address and escalate issues as needed, including developing and implementing recovery plans for at-risk accounts.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or similar positions within the cybersecurity, enterprise SaaS, or industrial sectors.

• Strong preference for familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments.

• Demonstrated ability to manage complex customer relationships and influence essential stakeholders.

• Experience engaging with MEA clients and a solid understanding of regional business practices and cultures.

• Exceptional communication, presentation, and relationship-building abilities.

• Comfortable working autonomously and across time zones in a remote-first setting.

• Multilingual candidates, especially those fluent in Arabic, English, and French, are highly favored.

• All new hires must successfully pass a background check as a condition of employment.

🏝️ Benefits

• Competitive Equity Package

• Comprehensive Benefits Plan