Senior Manager, Customer Experience- APAC

Overview:

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:

We are seeking a Senior Manager of Customer Experience to lead our APAC pre- and post-sales organization, including Solutions Architects, Technical Account Managers, Field Operations Engineers, and Resident Engineers.

This is a high-impact leadership role responsible for partnering with the sales organization to acquire new business, delivering customer outcomes, accelerating new logo and expansion revenue, and mitigating churn risk in our fast-growing, market leading OT cybersecurity company. This role will require close partnership with regional sales leadership to define and execute go-to-market strategy.

The ideal candidate is one who is mission- and customer-first and possesses a strategic and operationally focused mindset. This is a leader who thrives in a high-growth environment, understands how to scale pre- and post-sales functions, and can drive transformational programs to increase efficiency and scale while maintaining a world-class customer experience.

• Leadership & Strategy: Lead and scale a high-performing customer experience team across North America, ensuring alignment with company goals.
• Technical Win Strategy and Execution: ensure pre-sales organization adheres to technical win processes and procedures, performs effective qualification and scoping of POC activity, and executes technical wins in such a way to maintain high win rates.
• Revenue Growth: Drive total revenue growth through new logo acquisition, expansion, and renewals, partnering closely with sales and product teams.
• Churn Risk Management: Own customer retention and health metrics, ensuring proactive engagement, value realization, and commercial and technical risk identification, in order to minimize churn and increase expansion velocity.
• Operational Excellence: Develop and implement scalable processes to improve efficiency, increase technical win rates, reduce time-to-value, and enhance customer satisfaction.
• Manage to KPIs: assume accountability for maintaining excellence across KPIs including NDR, NPS, and churn.
• Cross-Functional Collaboration: Work closely with Sales, Revenue Operations, Product, Engineering, Marketing, Field Operations, and Support to ensure seamless customer engagement.
• Team Development: Lead, mentor, and develop a team of high-performing leaders and customer-facing professionals. Set performance expectations and provide detailed guidance to exceed those expectations.
• Customer Advocacy: Serve as an executive sponsor for key accounts, ensuring strategic alignment and strong relationships at all levels.
• Reporting and Analytics: maintain high standards for operational discipline across the organization to enable accurate reporting and analysis of the business. Work closely with Rev Ops to develop data collection and reporting standards.
• Budget Management: adopt a fiscally responsible approach to managing the CX organization within allocated budgets. Participate in annual planning activities where go-to-market and budgetary strategies are set.
• Transformational Programs: modernize our ability to win new logos and serve customers by proposing and implementing techniques that scale efficiently, including digital, low-touch strategies, and leveraging automation when possible.

• 3+ years of sales engineering or customer success leadership experience.
• 5+ years of experience in sales engineering or customer success in an enterprise software or cybersecurity environment.
• 7+ cumulative experience in the cybersecurity / technology domains.
• Proven track record of supporting new logo growth, expansion revenue, and renewals revenue in a SaaS or hardware/software hybrid business.
• Strong operational and transformational leadership skills, with experience building scalable processes and managing lean, efficient teams.
• Excellent executive presence, written and verbal communications skills, and stakeholder management skills.

• OTE: 345,000 AUD 
• Competitive equity package
• Comprehensive benefits plan

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.

#LI-NH1 #LI-REMOTE