Senior Customer Success Manager (UK)

Overview

As a Europe-facing Customer Success Manager, you serve as a trusted advisor guiding industrial clients from onboarding through renewal. You drive adoption, ensure value realization, and align Dragos solutions with customers’ operational and security goals. You act as the voice of the customer to Product, Engineering, and Sales, coordinating cross-functional delivery. This remote-first, Europe-focused role emphasizes relationship-building, regional expertise, and proactive risk management to safeguard critical infrastructure.

Pay / Benefits

• Competitive equity package
• Comprehensive benefits plan
• Remote-first environment

Responsibilities

• Own post-sales experience for Europe-based customers and ensure successful onboarding, implementation, and adoption of Dragos solutions
• Define success criteria with customers and drive measurable outcomes
• Conduct regular business reviews to track value and identify expansion opportunities
• Advocate for customer needs internally by relaying feedback to Product, Engineering, and Sales
• Manage renewals and contribute to customer retention efforts
• Collaborate with Sales, Professional Services, and Support to ensure a seamless experience
• Travel up to 30% within the region to strengthen relationships and engagement
• Monitor customer health metrics, identify risks early, and implement mitigation or recovery plans
• Proactively escalate issues and develop at-risk account recovery strategies

Key requirements

• 5+ years in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors
• Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments preferred
• Proven ability to manage complex customer relationships and influence stakeholders
• Experience working with EUROPE clients and understanding regional business practices and cultures
• Excellent communication, presentation, and relationship-building skills
• Comfortable working independently across time zones in a remote-first environment
• Multilingual candidates, especially German and other European languages, highly preferred

• communication
• relationship-building
• presentation
• ICS
• OT security
• cybersecurity

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