Lead Customer Success Manager - APAC

Lead Customer Success Manager - APAC at Dragos, Australia
In this pivotal role you own the end‑to‑end success journey for our strategic APAC customers, driving adoption, renewal, and expansion of Dragos’ industrial cybersecurity platform. You act as the trusted advisor who translates complex cyber‑risk insights into measurable business outcomes, ensuring that utilities, oil & gas, and manufacturing operators across the region protect critical infrastructure and meet regulatory mandates. Your influence spans from executive briefings to hands‑on technical enablement, directly impacting Dragos’ market leadership in the fast‑growing OT security space. As the APAC voice for customer success, you will shape regional best practices, mentor a growing team of CSMs, and position yourself for senior leadership roles within our global Customer Success organization.

Key responsibilities and required skills:
- **Drive customer outcomes:** Design and execute success plans that increase product utilization, reduce incident response time, and achieve renewal rates above 95%.
- **Strategic partnership:** Conduct quarterly business reviews with C‑level stakeholders, aligning security roadmaps with business objectives and compliance frameworks (e.g., NERC CIP, ISO 27001).
- **Technical enablement:** Lead workshops and hands‑on labs that translate threat intelligence into actionable controls, leveraging deep knowledge of OT protocols, IEC 62443, and SCADA architectures.
- **Cross‑functional collaboration:** Partner with Sales, Professional Services, and Product Engineering to surface market feedback, influence product roadmap, and ensure seamless hand‑offs.
- **Team leadership:** Coach and develop a high‑performing APAC CSM team, fostering a data‑driven culture through KPI tracking, health scores, and churn analysis.
- **Escalation management:** Own critical incident response, coordinating rapid resolution while communicating impact and remediation steps to senior executives.
- **Reporting & insights:** Produce executive dashboards and ROI analyses that demonstrate tangible risk reduction and cost savings for customers.

Why join Dragos? Our culture is built on curiosity, integrity, and a relentless focus on protecting the world’s most essential infrastructure. In Australia you’ll be part of a globally recognized leader in OT cybersecurity, working alongside world‑class engineers and analysts who are shaping the future of industrial protection. Dragos invests heavily in professional growth—offering continuous learning, certifications, and a clear path to senior leadership within a high‑impact, high‑visibility role. As cyber threats evolve, the Lead Customer Success Manager - APAC becomes a cornerstone of our mission, giving you the unique opportunity to influence industry standards, expand your strategic network, and make a lasting difference in the safety of critical national assets.