Customer Success & Sales 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. Scaled Customer Success Manager

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.

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 .

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.

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.

Own the success of a portfolio of commercial and mid-market customers.

• Act as the primary Customer Success contact for assigned accounts.
• Digital Customer Success & Scale
• Host weekly virtual Office Hours to provide customers with technical guidance, best practices, and open Q&A sessions.
• Partner with Product, Product Marketing, Support, and Education teams to continuously improve customer onboarding, adoption journeys, and self-service resources. 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.

Successful candidates will possess a strong technical foundation in enterprise cybersecurity, outstanding customer relationship skills, and a passion for helping customers achieve measurable business outcomes.

Required Experience

• 1 to 2 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.
• 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.

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.

Exceptional communication, presentation, and storytelling skills for both executive and technical audiences.

Customer-first mindset with a passion for delivering exceptional customer experiences.

Demonstrated ability to use AI-enabled tools, such as ChatGPT Enterprise, Microsoft Copilot, and AI-powered analytics platforms, to improve productivity, quality, decision-making, and customer outcomes.

Proactively identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools.

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 pla n eligibility, and participation in the employee equity plan (stock options). Specific benefits offered var ies by location, but commonly in clude 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.

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.