Senior Customer Success Manager – Digital

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

📋 Description

• Propel adoption, retention, and expansion across a substantial portfolio of Dragos clients through a scaled, one-to-many approach.

• Develop and manage programs, playbooks, and automation that enable customers to derive value from the complete Dragos suite.

• Collaborate with Sales, Technical Account Managers, Support, and Product teams to customize customer engagement and determine when human intervention is necessary.

• Serve as the primary post-sales owner for a large, segmented account portfolio, utilizing digital and pooled engagement strategies.

• Create, implement, and enhance automated onboarding journeys, adoption initiatives, lifecycle emails, webinars, in-app guidance, and customer communities.

• Leverage health scoring, product usage analytics, and engagement indicators to segment accounts, initiate plays, and prioritize human outreach.

• Manage gross dollar retention and contribute to net dollar retention, including overseeing renewals and early identification of commercial and technical risks.

• Formulate and execute at-risk recovery strategies and establish criteria for escalation or handoff.

• Create and sustain self-service resources, templates, and playbooks.

• Define, monitor, and report on digital success metrics, utilizing results to refine programs.

• Maintain Salesforce and other record-keeping systems with precise notes, health data, and recovery strategies.

• Collaborate across functions to deliver a seamless customer experience and identify expansion opportunities.

• Share insights with the wider CX organization to enhance scalability.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, or analogous roles within cybersecurity or enterprise SaaS, including renewal oversight.

• Proven experience in a Digital, Scaled, or Pooled Customer Success model, with a history of creating and managing programs that enhance adoption and retention across a high-volume portfolio.

• Practical knowledge of customer success or engagement platforms (Gainsight, Vitally, ChurnZero, Totango, or similar) along with marketing automation or outreach tools (HubSpot, Marketo, Salesloft, or similar).

• Proficiency in working with health scores, usage telemetry, and engagement metrics to segment customers, initiate plays, and evaluate impact.

• Ability to demonstrate measurable outcomes from digital programs developed, such as increased retention, adoption, or engagement within a scaled portfolio.

• Excellent written communication skills for customer-facing materials and campaigns.

• Executive presence complemented by strong verbal communication, presentation, and relationship-building abilities.

• Familiarity with cybersecurity concepts and their translation into business-level outcomes.

• Comfortable working autonomously in a remote-first setting.

• Willingness to travel occasionally for customer engagements and team gatherings.

• Must successfully 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 gatherings