Customer Success Manager

Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai. About Vectra Vectra AI delivers a new class of advanced threat defense that delivers real-time detection and analysis of active network intrusions. Vectra technology picks up where perimeter security leaves off by providing deep, continuous analysis of both internal and Internet-facing network traffic to automatically detect all phases of a breach as attackers attempt to spy, spread, and steal within your network. Vectra directly analyses network traffic in real time using a patent-pending combination of data science, machine learning, and behavioral analysis to detect attacker behaviors and user anomalies in the network. All detections are correlated and prioritized to show an attack in context, and Vectra AI's machine learning adapts as attacks evolve. Your Role: The Enterprise Customer Success Manager (CSM) is a critical role in at Vectra and is responsible for developing and managing Vectra’s most valuable asset, our customers. You will own the relationships with your customers, connecting with key business executives and security and IT stakeholders to develop an understanding of their strategic business needs and goals. Your Impact: Leveraging this customer knowledge and your expertise in Vectra products and cybersecurity, you will provide an ongoing adoption and industry best practices strategy to ensure your customers understand and maximize value from their investment in Vectra. This role demands interaction with enterprises at the senior level (CISO), as well as with technical staff within the IT and Security organization. Responsibilities: Own the customer relationship, providing ongoing and proactive leadership and support to Vectra’s customers, to drive high levels of customer satisfaction, deep engagement, and mutual success. Conduct quarterly customer Executive Business Review meetings and proactively monitor customer health Drive deep integration of the Vectra Cognito platform into our customer’s business processes and technical ecosystem, to create and increase stickiness. Identify and grow expansion opportunities within the customer install base, and collaborate with the sales teams to ensure growth attainment. Identify and assess renewal risks within the customer base, and build and execute on get-well plans. Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution, while communicating effectively with customers. Identify, build and implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customer’s business objectives. Able and willing to travel for on-site customer visits as required by the business (25- 50%) Requirements: Successful candidates will have a solid technical foundation in network security and enterprise software, a proven track record of successfully interfacing with customers on both technical and non-technical levels, strong business acumen and sales experience, and above all a passion for ensuring a top quality customer experience. A minimum of 5 years of experience for enterprise subscription-based vendors in a customer-facing role (such as Customer Success, Technical Account Management, Professional Services, Sales Engineering, or strategic customer service) Ideally combined background of post-sales and pre-sales experie ... (truncated, view full listing at source)