At a Glance
- Tasks: Be the go-to advisor for clients, ensuring their success with our cybersecurity solutions.
- Company: Join a mission-driven team protecting vital systems globally.
- Benefits: Remote work, competitive pay, and a supportive culture focused on trust.
- Other info: Opportunity to travel and build strong relationships across Europe.
- Why this job: Make a real difference by safeguarding essential services for communities.
- Qualifications: 5+ years in Customer Success or similar roles, preferably in cybersecurity.
The predicted salary is between 42750 - 52250 £ per year.
The systems we protect deliver the water you drink, power your home, and keep the hospitals your community depends on running. When those systems fail, people are immediately at risk. We are the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. 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.
As the Customer Success Manager (CSM) for EUROPE, you will serve as a trusted advisor to our industrial clients throughout their journey with Dragos. You will be the bridge between Dragos and our customers, advocating for their success while aligning with internal teams to ensure world-class delivery.
- Drive successful onboarding, implementation, and adoption of Dragos solutions.
- Partner with customers to define success criteria and help them achieve measurable outcomes.
- Manage renewals and support customer retention efforts.
- Collaborate with Sales, Professional Services, and Support to ensure a seamless customer experience.
- Travel as needed across the region to build strong relationships and drive customer engagement (up to 30%).
- Monitor and manage customer health metrics, identifying risks early and taking action to ensure account stability and satisfaction.
- Proactively manage and escalate issues as needed, including the development and execution of at-risk account recovery plans.
5+ years of experience 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 is strongly preferred.
- Proven ability to manage complex customer relationships and influence key stakeholders.
- Excellent communication, presentation, and relationship-building skills.
- Comfortable working independently and across time zones in a remote-first environment.
- Multilingual candidates, particularly those speaking German and other European languages, are highly preferred.
Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws.
Senior Customer Success Manager (Remote) employer: Dragos
At Dragos, we are dedicated to protecting critical infrastructure systems that are vital to our communities, making us an exceptional employer for those passionate about cybersecurity. Our remote-first work culture fosters authenticity, transparency, and trust, while offering competitive salaries and comprehensive benefits, including equity packages. With opportunities for professional growth and collaboration across a global team, you will find meaningful work that directly impacts the safety of your family and friends.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (Remote)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dragos. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dragos before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (Remote)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dragos:Your cover letter is your chance to shine! Tell us why you want to work at Dragos specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dragos!
How to prepare for a job interview at Dragos
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
