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.Customer Success Manager – Saudi ArabiaAbout VectraVectra® is a leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. Our Cognito® platform uses advanced machine learning to detect and respond to hidden cyberattacks in real time, providing actionable insights to security teams. At Vectra, we are committed to protecting our customers' most valuable assets while fostering a culture of innovation, collaboration, and growth.The RoleThe Customer Success Manager (CSM) plays a critical role at Vectra, managing and expanding our most valuable asset: our customers. As a CSM, you will develop strategic relationships with customers, including key business executives and IT and security stakeholders. Your objective is to ensure customers achieve their business goals through their investment in Vectra.Your ImpactYou will act as a trusted advisor and strategic partner to your customers, leveraging your cybersecurity expertise and deep product knowledge to drive adoption, satisfaction, and outcomes. You will own the full customer lifecycle, from onboarding to expansion, and work cross-functionally to ensure customer success.What You'll DoOwn the end-to-end customer relationship, from onboarding through renewalConduct onboarding and training sessions to ensure a successful rollout of the Vectra platformEstablish trusted advisor relationships with key customer stakeholders (e.g., CISO, SOC, IT leads)Develop and execute Success Plans tailored to each customer's business objectivesConduct Executive Business Reviews (EBRs) and share insights from usage data, KPIs, and feedbackMonitor and improve customer health through proactive engagement and best practicesDrive deep integration of Vectra into customer workflows and technical ecosystemsIdentify, assess, and mitigate renewal risks; lead renewal and get‑well planningIdentify upsell and cross‑sell opportunities and collaborate with sales on expansion strategyAct as the voice of the customer internally, advocating feedback to product, engineering, and leadershipCollaborate closely with Support, Product, and Engineering teams to solve problems and enhance product valueStay current on cybersecurity trends and apply them to customer strategiesTravel approximately 25%What You Need for Success5+ years of experience in customer‑facing roles (Customer Success, Technical Account Management, Sales Engineering) in enterprise SaaS, preferably in cybersecurityDeep understanding of cybersecurity solutions (e.g., firewalls, SIEM, NDR, forensics)Strong technical foundation in network protocols and security (TCP/IP, DNS, SSL, VPN)Experience managing full customer lifecycle: onboarding, adoption, retention, expansion Demonstrated success driving renewals and identifying growth opportunitiesAbility to interpret and act on customer health metrics and usage dataExcellent organizational and project management skillsEmpathy, proactivity, and passion for customer successStrong communication and presentation skills, both written and verbalBachelor's degree required; preference for Computer Science or related fieldCybersecurity certifications (e.g., CISSP, CISM) are a plusWhy VectraWork with cutting‑edge technology in a high‑growth cybersecurity companyJoin a collaborative and passionate team dedicated to customer outcomesCompetitive compensation and comprehensive benefitsOpportunities for personal and professional growthInclusive and diverse workplace committed to employee well‑beingWe encourage you to apply even if you don't meet 100% of the requirements. Vectra is proud to be an equal opportunity employer.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, sexua