Customer Success Manager (West Coast)

Vectra
life insurance, stock options
United States, Arizona, Phoenix
Jan 14, 2025
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. Customer Success Manager The role of Customer Success Manager (CSM) at Vectra holds significant importance and entails the development and management of Vectra's customer base in the Northeast region. Your primary responsibility is to cultivate and nurture relationships with your customers, engaging with key business executives, security professionals, and IT stakeholders to gain insight into their strategic business needs and objectives. Utilizing your deep understanding of Vectra products and cybersecurity, you will create and execute an ongoing adoption and industry best practices strategy. This strategy ensures that your customers fully comprehend and derive maximum value from their investment in Vectra. This role involves interacting with senior professionals within enterprises. What you'll do: Drive high touch customer success focusing on large and highly complex enterpriseorganizations Lead customers throughout the entire customer journey: onboarding, value realization, adoption and expansion Own the customer relationship, providing ongoingsupportand proactive leadership to Vectra's customers, to drive high levels of customer satisfaction, deep engagement, and mutual success. Conductcustomertouchpoints,executivebusinessreviewsand proactively monitor customerhealth 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 base and collaborate with the sales team tofacilitategrowth attainment. Identify and assess renewal risks;developand collaborate with internal teams in executing the remediation plans. Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution while communicating effectively with customers. Identify,developand implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customer's business objectives. Track, measure and report on key metrics such as: customer satisfaction, customer health score, adoption rates, etc. Able and willing to travel for on-site customer visits as required (25- 50%) What we're looking for: Ideal candidates should possess a strong technical background in network security and enterprise software, a demonstrated history of effectively engaging with customers on both technical and non-technical fronts, sound business understanding, sales proficiency, and, most importantly, a dedication to delivering exceptional customer experiences. 4+ years of experienceinenterprise subscription-based vendors in a customer-facing role (such as Customer SuccessManager - CSM, Technical Account Management- TAM, Professional Services, Sales Engineering, orStrategicCustomerService) Extensive experience as a hands-on CSM or TAMsupporting high touch enterprise customers(Fortune 500 or other large companies) Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms) Knowledge of TCP/IP, DNS, VPN and SSL technology Good understanding of current security technologies and risks Project management skills with a high attention to detail Experience in supportingcustomerswith strong empathy AND passion for revenue andgrowth Proven record of establishing and building successful C-level relationships Service management minded with strong commitment to customer service Excellent presentation and communication skills, both verbal and written Excellent organizational, analytical, negotiation, and influence skills Relevant Bachelor's degree; preference for computer science or related degrees Our competitive total rewards package includes cash compensation within the range provided below Actual pay for this position may vary based on the hired candidate's location, experience and relevant incumbent pay position. Vectra Total Rewards $115,000 — $130,000 USD Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered varies by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program. Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.