Note: The job is a remote job and is open to candidates in USA. Vectra AI is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Scaled Customer Success Manager is responsible for driving customer adoption, value realization, and retention across a portfolio of commercial and mid-market customers through various engagement strategies.
Responsibilities
- Own the success of a portfolio of commercial and mid-market customers
- Build trusted advisor relationships with key customer stakeholders through periodic one-to-one engagements
- Conduct Success Reviews and value conversations based on customer maturity and business needs
- Develop success plans for customers requiring additional guidance
- Act as the primary Customer Success contact for assigned accounts
- Lead customer escalations with urgency, coordinating cross-functional teams to ensure timely resolution and clear customer communication
- Host weekly virtual Office Hours to provide customers with technical guidance, best practices, and open Q&A sessions
- Plan and deliver monthly customer enablement webinars focused on product capabilities, new features, security use cases, and operational best practices
- Partner with Product, Product Marketing, Support, and Education teams to continuously improve customer onboarding, adoption journeys, and self-service resources. This includes:
- Analyzing trends across the digital customer base to identify common adoption challenges, product usage gaps, and enablement opportunities
- Developing scalable technical enablement content including knowledge articles, how-to guides in partnership with Customer Enablement
- Own the support relationship between Vectra AI and all customers that fall in the Digital Segment
Skills
- 5+ years of customer-facing experience with enterprise SaaS or subscription-based technology companies in Customer Success, Technical Account Management, Professional Services, Sales Engineering, or a similar post-sales role
- Demonstrated success driving customer adoption, retention, renewals, and expansion and understanding the customer lifecycle
- Experience delivering customer presentations, executive business reviews, and technical workshops
- Strong understanding of enterprise cybersecurity technologies, including network security, SIEM, NDR/XDR, sandboxing, identity security, or incident response platforms
- Working knowledge of TCP/IP, DNS, VPN, SSL/TLS, and enterprise networking concepts
- Understanding of modern cybersecurity threats, attack techniques, and security operations
- Exceptional communication, presentation, and storytelling skills for both executive and technical audiences
- Customer-first mindset with a passion for delivering exceptional customer experiences
- Results-oriented with a focus on customer outcomes, retention, and business growth
- Experience supporting digital customer success initiatives, customer communities, webinars, or scalable customer education programs
- Experience creating customer enablement content such as technical documentation, videos, tutorials, or knowledge base articles
- Experience partnering cross-functionally with Product, Marketing, Support, and Sales organizations
Benefits
- Competitive base pay
- Incentive plan eligibility
- Participation in the employee equity plan (stock options)
- Health care insurance
- Income protection / life insurance
- Access to retirement savings plans
- Behavioral & emotional wellness services
- Generous time away from work
- A comprehensive employee recognition program
Company Overview