Kaila Western

Head of Customer Success

Linked In

Kaila Western is the Head of Customer Success at Dropzone AI, where she partners closely with security teams to drive adoption, shape product direction, and ensure customers get meaningful value from AI-powered SOC workflows. She brings a hands-on approach to working with analysts, translating day-to-day investigation challenges into actionable feedback that improves both the product and the customer experience. Prior to Dropzone AI, Kaila built her career working directly with customers in fast-paced, early-stage environments, developing a deep understanding of how security teams operate and what it takes to successfully roll out and operationalize new technology in a way that is practical, measurable, and aligned with how analysts actually work.

Scaling Customer Success: How Dropzone Moved NPS from 52 to 66

Dropzone's first CS hire on building a scalable customer success function from scratch—the playbook that moved our NPS from 52 to 66 in under a year.

Kaila Western

April 30, 2026