[Remote] Lead Customer Success Manager - Federal

Note: The job is a remote job and is open to candidates in USA. Dragos, Inc. is a leader in ICS/OT Cybersecurity, dedicated to protecting industrial organizations. They are seeking a Lead Customer Success Manager for the Federal sector to drive customer adoption and satisfaction while aligning solutions with operational and security goals.ResponsibilitiesServe as the primary post-sales point of contact for strategic federal customersDrive successful onboarding, implementation, and adoption of Dragos solutionsEstablish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomesOwn customer success plans and conduct regular business reviews to assess value realization, promote advocacy, and identify expansion opportunitiesDirectly manage assigned customer segments and maintain health metrics to drive proactive engagement and value realizationIdentify and mitigate commercial and technical risks to minimize churn (GDR) while maximizing expansion opportunities (NDR)Regularly maintain SFDC and other systems of record with detailed notes including proactive development and execution of success and at-risk account recovery plansCollaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experienceSkillsUS Citizenship is required5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectorsDemonstrated ability to define, track, and drive customer success metrics (eg, NDR, GDR, churn analysis, expansion velocity)Proven ability to manage complex customer relationships and influence key stakeholders within the public sectorUnderstanding of cybersecurity and how that translates to business-level outcomesDemonstrated ability to communicate effectively with diverse stakeholders and build credibility through compelling presentation and relationship-buildingWillingness to travel 25%Active security clearancePre-sales or post-sales experiencePrior experience working in critical infrastructure sectors and/or familiarity with ICS/OT CybersecurityBenefitsCompetitive Equity PackageComprehensive Benefits PlanCompany OverviewDragos provides the most effective OT cybersecurity technology for industrial and critical infrastructure to deliver on our global mission: to safeguard civilization. It was founded in 2016, and is headquartered in Hanover, Maryland, USA, with a workforce of 501-1000 employees. Its website is https://www.dragos.com.