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Senior Manager, Customer Experience - U.S. Federal
Dragos
Customer Service
United States
USD 285k-285k / year + Equity
Posted on Mar 10, 2026
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.