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 the Role

The Customer Success Manager (CSM) is a critical role in at Vectra and is responsible for developing and handling Vectra's most valuable asset, our customers. The CSM is responsible for the relationships with the customers, connecting with key business executives and security and IT partners to develop an understanding of their strategic business needs and goals.

Demonstrating this customer knowledge and expertise in Vectra products and cybersecurity, CSMs provide an ongoing adoption and industry best practice strategy to ensure the customers understand and improve value from their investment in Vectra. This role demands interaction with enterprises at executive level, as well as with technical staff within the IT and Security organisation.

At a Glance

The CSM leads 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. They conduct quarterly customer Executive Business Review meetings and proactively supervise customer health. They drive deep integration of the Vectra Cognito platform into the processes and technical ecosystem of our customer, to build and increase stickiness; and further identify and grow expansion opportunities, and collaborate with the sales teams to ensure growth attainment.

• Identify and assess renewal risks within the customer base, and build and complete get-well plans.
• Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution, while presenting optimally with customers.
• Identify, build and implement repeatable programs and processes across the portfolio of customers to improve 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%) across the assigned region

What Will Impress Us

Successful candidates have a validated technical foundation in network security and enterprise software. A strong background in collaborating with customers on both technical and non-technical levels, discernment and sales experience, and above all a passion for ensuring the best quality customer experience. They bring experience and confidence dealing with enterprise subscription-based vendors in a customer-facing role; ideally combined background of post-sales and pre-sales experience!

• Have an excellent understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)Knowledge of TCP/IP, DNS, VPN and SSL technology
• Understand the current security technologies and risks
• Bring project management skills
• Pay strong high attention to detail
• Be empathetic for customers and passionate for revenue and growth
• Have established a consistent track record of building and maintaining successful relationships
• Be dedicated to customer service.
• Present and communicate excellently, both verbal and written in Arabic and English
• Bring excellent organisational, analytical, negotiating skills;
• Bachelor’s degree or equivalent experience in e.g. Computer Sciences.

Sounds like this could be a match? We are looking forward to receiving your application!

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.