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. Scaled Customer Success Manager 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 Scaled Customer Success Manager (SCSM) is responsible for driving customer adoption, value realization, and retention across a portfolio of commercial and mid-market customers through a combination of one-to-one, one-to-many, and digital customer engagement strategies . The SCSM manages a large portfolio of customers by balancing personalized customer interactions with scalable programs, ensuring customers successfully adopt the Vectra AI platform, achieve their desired security outcomes, and maximize the value of their investment. Working closely with Sales, Technical Success Managers, Product Management, Product Marketing, Support, and Renewals, the SCSM leverages customer insights, automation, and data to proactively engage customers throughout their lifecycle. Your Impact By combining your cybersecurity expertise, technical knowledge, and customer success experience, you will help customers achieve measurable security outcomes while increasing product adoption, customer satisfaction, retention, and expansion. You will also play a key role in evolving Vectra's digital customer success strategy by creating scalable programs that enable customers to learn, adopt, and succeed regardless of engagement model. Responsibilities Customer Success 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. Digital Customer Success & Scale 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 Enable…