Director, Customer Success Management – Americas

Proven track record of building and scaling Customer Success organizations in SaaS or cybersecurity industries. Experience in SIEM technologies such as Splunk or Elastic. Manage multiple stakeholders and projects with exceptional time-management and organizational skills. Operational and transformational leadership skills, with experience building scalable processes. Strong executive presence, written and verbal communications skills, and stakeholder management skills. Experience working in security at an industrial company (e.g., energy or manufacturing) is a plus. Willingness to travel 25%.

Lead, mentor, and develop a team of customer-facing professionals (CSMs) across the Americas. Develop a deep understanding of Dragos Platform, WorldView, and Professional Services capabilities. Establish relationships with key senior customer stakeholders. Work with the CSM team to uncover customer use cases and ensure value realization. Serve as an executive sponsor for key accounts. Collaborate with Customer Experience teams, Sales, RevOps, Product, Engineering, and Marketing. Own customer management, customer retention, and health metrics. Improve frameworks, methodologies, and tools to power team growth and improve workflow. Manage to KPIs and report to leadership on team performance and resource allocation.