Role Description As the Lead Customer Success Manager (CSM) for Dragos Public Sector, you will serve as a trusted advisor to our Federal clients throughout their journey with Dragos. You’ll play a pivotal role in driving adoption, ensuring satisfaction, and aligning our solutions with the customer’s operational and security goals. You’ll work with sales, technical account managers, resident engineers, and solution architects to leverage positive business outcomes to promote operationalization and prove the value of all Dragos offerings, including Dragos Platform, WorldView threat intelligence, and Professional Services. We're open to candidates in all US time zones but primarily operate in EST. Responsibilities - Serve as the primary post-sales point of contact for strategic federal customers. - Drive successful onboarding, implementation, and adoption of Dragos solutions. - Establish relationships and partner with customers to define success criteria and help them achieve measurable positive business outcomes. - Own customer success plans and conduct regular business reviews to assess value realization, promote advocacy, and identify expansion opportunities. - Directly manage assigned customer segments and maintain health metrics to drive proactive engagement and value realization. - Identify 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 plans. - Collaborate with Sales, Technical Account Managers, Professional Services, Intelligence, and Support to ensure a seamless customer experience. Qualifications - US Citizenship is required. - 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors. - Demonstrated 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 sector. - Understanding of cybersecurity and how that translates to business-level outcomes. - Demonstrated ability to communicate effectively with diverse stakeholders and build credibility through compelling presentation and relationship-building. - Willingness to travel 25%. Preferred Qualifications - Active security clearance. - Pre-sales or post-sales experience. - Prior experience working in critical infrastructure sectors and/or familiarity with ICS/OT Cybersecurity. Compensation - OTE: $175,000. - Competitive Equity Package. - Comprehensive Benefits Plan. Company Description 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!

• Own the end-to-end execution of CRM campaigns across email, push, inapp pops • Lead the campaign QA process • Coordinate pre-planned and real-time messaging across channels • Review and validate all copy and creative materials for accuracy • Own weekly promotional pacing updates • Build and configure player bonuses, offers, and onsite banners • Identify gaps in existing processes and propose improvements • Ensure all promotional materials are deployed accurately and on time • Own day-to-day relationships with Creative and Customer Support teams • Build deep expertise in marketing technology stack and leverage its capabilities • Partner with the broader team on A/B tests and personalization initiatives • Communicate proactively to your manager

• Execute day-to-day CRM campaign setup including audience builds, send QA, and deployment checklists across email, push, and SMS channels. • Coordinate pre-planned and real-time messaging to align with player needs and business objectives, escalating blockers quickly. • Review and validate all copy and creative materials for accuracy, quality, and compliance before deployment. • Ensure all CRM communications are deployed accurately and on time to meet established deadlines. • Build and configure player bonuses, offers, and onsite banners with guidance, working with cross-functional teams to deliver a seamless player experience. • Track daily and weekly promotional pacing against targets, flagging anomalies to your manager. • Maintain organized documentation of completed work, ensuring all campaign records are accurate and up to date.

Role Description As an Agency Customer Success Manager at Triple Whale, you'll serve as a strategic partner to our agency ecosystem, supporting agencies that manage portfolios of brands on the Triple Whale platform. - Combine relationship management, strategic consulting, and technical expertise to help agency partners and their clients maximize the value of Triple Whale. - Work closely with agencies to drive adoption, solve complex challenges, identify growth opportunities, and ensure long-term success across their book of business. - Partner cross-functionally with Agency Partnerships, Sales, Solutions Architecture, Product, and Support teams to deliver an exceptional experience. - Serve as a trusted advisor to some of the most influential agencies in the e-commerce industry. Qualifications - Experience managing customer relationships within e-commerce, digital marketing, SaaS, or agency environments. - Strong understanding of digital marketing, attribution, analytics, and the broader e-commerce ecosystem. - Demonstrated ability to build trusted relationships and influence stakeholders at all levels of an organization. - Excellent written and verbal communication skills, with confidence presenting to both small groups and executive audiences. - A consultative and customer-centric approach, with a passion for helping customers achieve meaningful business outcomes. - Strong commercial acumen and the ability to identify growth opportunities while maintaining long-term customer trust. - Highly organized with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment. - Comfortable navigating technical conversations and learning new technologies quickly. - Adaptable, proactive, and solutions-oriented, with a willingness to embrace change and take ownership. - Positive, collaborative, and team-oriented, with a strong sense of empathy and accountability. Requirements - Serve as the primary Customer Success partner for a portfolio of agency relationships, helping agencies and their clients achieve their business objectives with Triple Whale. - Provide proactive guidance and support across technical questions, platform adoption, and strategic use cases via Slack, email, and video conferencing. - Partner closely with Agency Partner Managers to strengthen relationships, identify expansion opportunities across agency-managed accounts, and proactively mitigate risk. - Collaborate with Sales, Solutions Architects, Product, and Technical Support teams to deliver value and drive successful outcomes for agency partners and their clients. - Own renewal forecasting and contribute to retention strategies across agency-managed accounts. - Develop a deep understanding of Triple Whale's platform, the digital marketing landscape, and emerging industry trends to provide strategic recommendations and best practices. - Lead and facilitate agency business reviews, enablement sessions, product discussions, and strategic planning conversations. - Gather agency feedback, identify product gaps and integration opportunities, and advocate for customer needs by partnering with Product and Engineering teams. - Monitor account health, adoption, and engagement to proactively identify opportunities to increase value and drive long-term success. - Contribute to the continuous improvement of the customer journey, onboarding experience, and overall agency partner program. Benefits - Base Compensation Range: £55,000k-£65,000k - Equal opportunity employer committed to creating an inclusive environment for all employees. Company Description Triple Whale is the AI operating system built for modern e-commerce. We help you see what's actually working in your business, what's not, and what to do next. We pull every signal in your business into one place and put it on the most trusted measurement foundation in the industry.