Senior Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main post-sales contact for clients in the EUROPE region.

• Facilitate effective onboarding, implementation, and adoption of Dragos solutions.

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

• Perform regular business reviews to evaluate value realization and uncover expansion opportunities.

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

• Oversee renewals and contribute to customer retention initiatives.

• Work alongside Sales, Professional Services, and Support to guarantee a smooth customer experience.

• Travel as necessary within 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 ensure account stability and satisfaction.

• Take initiative in managing and escalating issues as required, including the formulation and execution of recovery plans for at-risk accounts.

⛳️ Requirements

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

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

• Demonstrated capability to handle complex customer relationships and influence key stakeholders.

• Experience with EUROPE clients and an understanding of regional business practices and cultures.

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

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

• Multilingual candidates, especially those fluent in German and other European languages, are highly favored.

• A background check must be successfully completed as a condition of employment.

🏝️ Benefits

• Competitive Equity Package

• Comprehensive Benefits Plan