Senior Customer Success Manager (UAE)

Role Overview

Senior Customer Success Manager for the Middle East and Africa (MEA) region at Dragos, based in the UAE. This is a remote-first position supporting industrial clients across the region.

Company Overview

Dragos is the global leader in xOT cybersecurity, combining technology, threat intelligence, and expert services. The company protects critical infrastructure systems that deliver water, power, and healthcare services worldwide. The mission-driven team operates across North America, Europe, the Middle East, and APAC, built on authenticity, transparency, and trust.

Role Purpose

Serve as a trusted advisor to industrial clients throughout their journey with Dragos, driving adoption and satisfaction while aligning solutions with customers' operational and security goals. Act as the bridge between Dragos and customers, advocating for their success while coordinating internal teams to ensure world-class delivery.

Key Responsibilities

Customer Relationship Management

• Serve as the primary post-sales point of contact for customers in the MEA region.
• Partner with customers to define success criteria and help them achieve measurable outcomes.
• Build strong relationships through regional travel and customer engagement.
• Act as the voice of the customer internally by relaying feedback to Product, Engineering, and Sales teams.

Onboarding & Adoption

• Drive successful onboarding, implementation, and adoption of Dragos solutions.
• Collaborate with Sales, Professional Services, and Support to ensure a seamless customer experience.

Account Management & Retention

• Conduct regular business reviews to assess value realization and identify expansion opportunities.
• Manage renewals and support customer retention efforts.
• Monitor and manage customer health metrics, identifying risks early and taking action to ensure account stability and satisfaction.
• Proactively manage and escalate issues as needed, including the development and execution of at-risk account recovery plans.

Qualifications & Experience

• 5+ years of experience in Customer Success, Account Management, or similar roles in cybersecurity, enterprise SaaS, or industrial sectors.
• Familiarity with industrial control systems (ICS), OT security, or critical infrastructure environments is strongly preferred.
• Proven ability to manage complex customer relationships and influence key stakeholders.
• Experience working with MEA clients and understanding regional business practices and cultures.

Skills & Competencies

• Excellent communication, presentation, and relationship-building skills.
• Comfortable working independently and across time zones in a remote-first environment.
• Multilingual candidates, particularly those speaking Arabic, English, and French, are highly preferred.

Additional Information

• On-Target Earnings (OTE): 440,000.00 د.إ
• Competitive Equity Package
• Comprehensive Benefits Plan
• Travel up to 30% across the region as needed.
• All new hires must pass a background check as a condition of employment.
• 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.