Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization; running water, functioning electricity, and safe industrial working environments. As the market leader in ICS/OT Cybersecurity, we are dedicated to arming our customers with best-in-class technology, threat intelligence, and services to protect their systems as effectively and efficiently as possible. We’re a remote-first culture with operations in North America, Europe, the Middle East, and APAC. We’re looking for mission-oriented teammates who embody our core values of authenticity, transparency, and trust. Are you ready to make a difference? Come join a mission that can save the world! About the Role: The Senior Manager of Customer Experience for U.S. Federal leads and optimizes the end‑to‑end customer journey for Dragos’ federal customers, ensuring they realize maximum value from our solutions while aligning outcomes with mission and company strategy. In this role, you'll partner closely with Go‑to‑Market, Services, Intelligence, Product, Marketing, and Executive teams to drive adoption, retention, expansion, and measurable mission impact across the public sector. Directly influencing customer satisfaction, operational resilience, and revenue growth, you will ensure federal customers not only deploy Dragos capabilities successfully but achieve meaningful improvements in cybersecurity posture and long‑term mission success. Responsibilities: - Own and lead the federal customer experience strategy, ensuring alignment with federal acquisition cycles, mission priorities, and regulatory frameworks such as FedRAMP and NIST. - Build and maintain executive‑level relationships across federal agencies, serving as the senior escalation point and executive sponsor for key accounts. - Oversee the full federal customer lifecycle—from onboarding and adoption to value realization, renewals, and expansion—while developing federal‑specific playbooks that drive measurable outcomes. - Monitor customer health and proactively mitigate risk, including leading Executive Business Reviews for strategic federal accounts. - Partner closely with Federal Sales, Product, Intelligence, and Services teams to drive expansion, advocate for federal‑specific needs, and ensure delivery excellence. - Define and manage key performance metrics (GDR, NDR, NPS, adoption, churn) and build scalable processes suited to both classified and unclassified environments. - Lead and mentor a multidisciplinary Customer Experience team (eg, Technical Account Managers, Solution Architects, Resident Engineers), fostering a culture of accountability, mission focus, and Dragos values. - Develop scalable frameworks and operational discipline to support continued federal‑segment growth and accurate forecasting. Qualifications: - 8+ years of experience working directly with U.S. Federal agencies, including DoD, Civilian, or Intelligence Community organizations. - 5+ years of experience in cybersecurity, ICS/OT security, or related technical domains. - 3+ years of people‑management experience, leading technical and customer‑facing teams. - Strong familiarity with federal frameworks such as NIST, FedRAMP, RMF, and CMMC. - Proven track record managing complex, multi‑stakeholder government accounts. - Deep understanding of federal procurement cycles and compliance requirements. - Demonstrated success driving cross‑functional initiatives in high‑growth environments. - Active security clearance or the ability to obtain one. Compensation: - OTE: $285,000 - Competitive Equity Package - Comprehensive Benefits Plan #LI-JF1 #LI-REMOTE 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. All new hires must pass a background check as a condition of employment.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This individual is responsible for overseeing complex customer programs and delivering exceptional service to Pharma customers. This executive role combines high-level relationship management with hands-on operational oversight, requiring someone who can balance big-picture strategy with meticulous attention to detail with pharma clients. This role best suits a "trusted advisor" personality who appreciates both the relationship-building and operational rigor required in regulated healthcare industries. Who will love this job - The Strategic Relationship Builder: Energizes from building deep, long-term client partnerships and enjoys understanding complex business problems. - The Process-Oriented Leader: Appreciates structure and systems, enjoys creating order from complexity, and finds satisfaction in well-run processes. - The Bridge Builder: Thrives in matrix organizations, connects different departments, and enjoys collaboration. - The "Consultant Mindset" Professional: Approaches client situations like mini-consulting engagements and enjoys crafting tailored solutions. - The Detail-Oriented Big Picture Thinker: Can see strategic implications while caring about execution quality. - The Regulated Industry Veteran: Has a pharmaceutical and healthcare services background and appreciates regulatory rigor. What you will work on - Client Relationship Management: - Lead day-to-day client communications with professionalism and clarity. - Develop and maintain a deep understanding of client businesses, brands, and industry dynamics. - Serve as the primary point of contact for executive-level client relationships. - Anticipate client needs and proactively address potential challenges. - Project Leadership & Oversight: - Provide strategic oversight of Pharma client programs. - Balance detailed project execution with big-picture strategic thinking. - Utilize project management tools and client-facing dashboards. - Coordinate with internal teams for timely delivery of client commitments. - Strategic Communication & Presentation: - Prepare and lead client calls with comprehensive agendas. - Demonstrate subject matter expertise in client discussions. - Prepare executive-level presentations tailored to client needs. - Communicate complex technical concepts in accessible language. - Operational Excellence: - Maintain accuracy and currency of internal systems. - Establish and execute processes for content requests and program launches. - Monitor program performance and identify anomalies. - Ensure adherence to all internal processes and service level agreements. - Analytical Leadership: - Oversee the preparation and delivery of client reporting. - Collaborate with analytics teams to develop meaningful measurements. - Evaluate the scope and feasibility of ad hoc client requests. - Present complex analytical findings to clients in clear formats. - Team Collaboration: - Foster cross-functional collaboration between teams. - Participate in strategic discussions regarding product development. - Maintain awareness of Pharma and Healthcare industry trends. Qualifications - 8-12 years of progressive customer service or client management experience. - Experience in regulated industries (pharmaceutical, healthcare) strongly preferred. - Proven experience working with executive-level clients on long-range planning and innovation strategy. - Skilled in introducing innovative commercial offerings to diverse markets. Requirements - Core Competencies: - Strategic Thinking: Balancing tactical execution with long-term strategic objectives. - Communication Excellence: Outstanding written and verbal communication skills. - Project Management: Proven track record managing complex initiatives. - Analytical Acumen: Strong analytical skills with clear presentation of findings. - Attention to Detail: Meticulous approach to work quality. - Industry Knowledge: Deep understanding of client industries and regulatory requirements. - Technical Skills: - Proficiency with project management tools (Jira, SharePoint, etc.). - Experience with CRM and customer success platforms. - Advanced presentation skills (PowerPoint, data visualization tools). - Working knowledge of analytics and reporting platforms. - Education: - Bachelor's degree required; MBA or advanced degree preferred. - Physical Requirements: - 50% working at desk and phone while moving through the remote office. - Up to 50% travel based on business needs. Benefits - Competitive compensation, with a base salary of $130,000 - $160,000. - Eligible for Company Performance-based Bonus Program. - Medical, dental, and vision insurance. - 401K eligible after 3 months of employment, with 50% company match. - HSA for eligible employees enrolled in the HDHP. - 100% company-paid short and long-term disability, AD&D, and group life insurance. - Accrued annual paid time off (PTO) of 18 days for the first 3 years. - Employee Assistance Program. - Continuing Education funds up to $1500 annually for eligible programs. - Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances.

• Own Your Portfolio: Act as the primary point of contact for a dedicated group of 500+ customers, helping them navigate our platform and achieve their goals. • Support and; Guide: Be the go-to expert for inbound inquiries, providing timely, creative solutions and celebrating customer wins. • Proactive Success: Monitor engagement signals to identify and reach out to accounts that would benefit from your guidance. • Strategic Triage: Support the broader CSM team by resolving foundational inquiries, ensuring every customer receives a fast and helpful response. • Renewal Coordination: Assist in team-wide renewal quote preparation and operational workflows to ensure a seamless experience. • Growth Operations: Identify and document expansion opportunities within Salesforce to help drive team-wide growth. • AI-Enabled Efficiency: Leverage internal systems and AI tools to manage customer engagement effectively at scale. • Special Projects: Support the Director of Customer Success with other project needs as they arise.

Company Overview: At Wayvia, we help the world’s top brands stay ahead—using AI, data, and innovation to shape the future of commerce. Whether you’re charting a new path or leveling up your journey, Wayvia is where your career can go further. We’d love to meet you. We help global brands connect with their shoppers in ways that are relevant, respectful, and real. And we do the same for each other—with trust, transparency, and the human connection that makes great work possible. At Wayvia, you’ll find a team that’s curious, collaborative, and always up for solving what’s next. We move fast, think boldly, and support one another in building something that matters—for our clients, for shoppers, and for each other. Job Brief: The Customer Success Manager is responsible for owning a designated book of business and managing the complete customer lifecycle, from onboarding to renewal. This role requires executing at a high level to achieve goals related to retention, growth, and customer satisfaction. Essential Function & Responsibilities: - Manage full customer lifecycle: onboarding, adoption, expansion selling, and renewals. - satisfaction targets. - Lead customer retention initiatives and strategies. - Collaborate with new sales and internal teams to onboard and support new customers, becoming trusted advisors to existing customers. - Develop expertise in e-commerce and our product suite, providing valuable insights to customers for achieving business objectives through data analysis and reporting. - Create success plans and conduct executive-level quarterly business reviews. - Build cross-functional relationships at both user and executive levels across multiple internal teams and brands. Minimum Qualifications: - Bachelor’s Degree or equivalent experience.   - Experience in Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.   - Proven ability to manage and grow a substantial book of business and share best practices with peers. - Experience with major retailers (e.g., Amazon, Best Buy, Walmart) is a plus. - Strong multitasking and prioritization skills; ability to manage competing priorities effectively. - Project Management experience or skills are strongly desired - Account planning is a plus - Experience with Google Analytics and Digital Marketing are strongly desired - Previous experience with performance-based compensation tied to sales/revenue and retention goals. Benefits: Wayvia encourages a healthy work-life balance and commitment to employee wellbeing. We are consistently evaluating areas to support and foster a community of engaged employees. Wayvia is an international employer so some benefits offering will vary from country to country, however, below you can see employer sponsored contributions: - Flexible work-from-home arrangements - 401K Match - Flexible vacation - Medical/Dental/Vision - 16 weeks of paid parental leave (US) - Technical stipend - Professional development programs - Wellness programs Location: This is a remote position open to candidates based in the United States. Wayvia is an equal opportunity employer that is committed to inclusion and diversity.