Role Description As a Customer Success Manager-Small Business at HSI, you'll be the trusted advisor our clients count on. You'll drive retention, growth, and satisfaction by helping organizations transform their EHS and compliance programs. This is your chance to make a real difference in workplace safety while building a rewarding career. What You'll Do - Partner with clients to develop and execute strategies that maximize their ROI - Build lasting relationships with key stakeholders across client organizations - Champion customer needs across HSI teams to drive continuous improvement - Maintain an impressive 95%+ net retention rate through proactive engagement - Drive account growth by identifying and securing expansion opportunities - Share customer insights that shape our product roadmap - Master our suite of solutions to become a trusted technical advisor What Success Looks Like - Your clients consistently renew and expand their partnerships with HSI - You're meeting or exceeding quarterly revenue targets - Organizations see measurable improvements in their safety programs - Your feedback drives meaningful product enhancements - Clients view you as an extension of their team Qualifications - You're naturally curious and love learning new technologies - You thrive in fast-paced environments and own your outcomes - You balance strategic thinking with tactical execution - You're organized, detail-oriented, and always prepared - You build trust through reliability and expertise - Track record of success in customer-facing roles with revenue responsibility - Experience engaging with senior executives and stakeholders - Strong technical aptitude and ability to master complex solutions - Outstanding communication and presentation abilities - Experience with Salesforce and customer success platforms is a plus - Bachelor's degree or experience in customer success, sales, or account management - Knowledge of EHS and compliance is beneficial but not required Benefits - Earning Potential: Hourly (non-exempt) base pay plus uncapped commission, with first-year total earnings projected at $52,500+ (salary + commission) - Comprehensive Benefits: Access to healthcare, dental, and vision coverage, along with additional perks to support your well-being. - Support and Growth Opportunities: Take advantage of parental leave, tuition reimbursement, volunteer time, and resources for both personal and professional development. - Learning and Development: Gain unlimited access to HSI's Learning Management System and career training programs. - Remote Work Flexibility: Enjoy the convenience of working from home. - Generous Time-Off Policy: Recharge with our flexible vacation options. - Retirement Savings: Plan for your future with our company match for retirement contributions.

• Engage a portfolio of customers through a scaled engagement model • Use structured lifecycle motions and data signals to prioritize outreach • Accelerate time-to-value, drive adoption and measurable outcomes • Increase renewal confidence, surface growth opportunities with broader account team • Deliver proactive, outcomes-driven guidance • Use GenAI reflexively to improve quality, clarity, and strategic rigor of analysis, planning, and communication

• Serve as the primary relationship owner for assigned client accounts. • Build and maintain executive-level client relationships. • Lead governance meetings, business reviews, and stakeholder communications. • Partner with executive leadership to support renewals and expansion opportunities. • Own and continuously improve SOPs, workflows, playbooks, and operational standards. • Drive consistency across markets and programs. • Ensure teams have the tools, resources, and operational guidance needed to execute successfully. • Leverage client feedback and operational insights to drive improvements.

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!