At a Glance
- Tasks: Lead customer success initiatives and drive positive outcomes for clients in the APAC region.
- Company: Join Dragos, a leader in xOT cybersecurity, dedicated to protecting critical infrastructure.
- Benefits: Competitive salary, equity package, and remote-first work culture.
- Other info: Dynamic remote team with opportunities for growth and collaboration across global regions.
- Why this job: Make a real impact by safeguarding systems that protect communities and families.
- Qualifications: 5+ years in Customer Success or Account Management, preferably in cybersecurity or SaaS.
At Dragos, the mission is personal. The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. Those critical infrastructure systems that power our civilization around the world are under attack every day by adversaries. When those systems fail, people are immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The people here chose this work because they understand what is at stake. Here, you will find a remote-first mission-driven team across North America, Europe, the Middle East, and APAC built on authenticity, transparency, and trust. If safeguarding the systems that protect your family, friends, and community is the kind of work that matters to you, you are in the right place.
About the Role:
As the Lead Customer Success Manager (CSM) for APAC, you will serve as a trusted advisor to our clients throughout their journey with Dragos. You’ll play a pivotal role in driving adoption, ensuring satisfaction, and aligning our solutions with the customer’s operational and security goals. You’ll work with sales, technical account managers, resident engineers, and solution architects to leverage positive business outcomes to promote operationalisation and prove the value of all Dragos offerings.
Responsibilities:
- Serve as the primary post-sales point of contact for customers in the APAC region.
- Drive successful onboarding, implementation, and adoption of Dragos solutions.
- Establish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes.
- Own customer success plans and conduct regular business reviews to assess value realisation, promote advocacy, and identify expansion opportunities.
- Account and Churn Risk Management: Own customer management (directly for certain segments), customer retention and health metrics, ensuring proactive engagement, value realisation, and commercial and technical risk identification, to minimise churn (GDR) and increase expansion velocity (NDR).
- Regularly maintain SFDC and other systems of record with detailed notes including proactive development and execution of success and at-risk account recovery plans.
- Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experience.
Qualifications:
- 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors including renewal management.
- Excellent communication, presentation, and relationship-building skills.
- Comfortable working independently in a remote-first environment.
- Proven ability to manage complex customer relationships and influence key stakeholders.
- Understanding of cybersecurity and how that translates business level outcomes.
- Strong executive presence, written, and verbal communications skills.
- Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is preferred.
- Willingness to travel 25%.
Compensation:
OTE: A$ 200,000.00 Competitive Equity Package
Lead Customer Success Manager in Winnipeg employer: Dragos
At Dragos, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. As a Lead Customer Success Manager in the APAC region, you will benefit from flexible remote work options, comprehensive professional development opportunities, and a supportive team environment dedicated to your growth and success. Join us to make a meaningful impact in the cybersecurity landscape while enjoying the unique advantages of working with a forward-thinking company committed to customer satisfaction.
