Scaled Customer Success Manager

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 

• 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 Enablement 

• Own the support relationship between Vectra AI and all customers that fall in the Digital Segment.  
   

Qualifications 

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.

• Understanding of customer adoption, retention, renewals, expansion, and the overall customer lifecycle.

• Exposure to delivering customer presentations, business reviews, or technical workshops is preferred.

Technical Expertise 

• 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. 

Preferred Qualifications 

• 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. 

Skills 

• 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. 

 

AI & Automation

• 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.
• Comfortable applying AI to practical work, including drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows.
• Able to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information.
• Proactively identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools.