Scaled Customer Success Manager
Core
Drive customer adoption, value realization, and retention for commercial and mid-market customers using scalable digital programs and one-to-one engagements for an AI-driven cybersecurity platform.
Role type
Scaled Customer Success Manager (SCSM)
Builds
Scalable digital enablement programs, webinars, and self-service resources for the Vectra AI platform
Domain
Cybersecurity / AI-driven Threat Detection / SaaS
Required skills
Enterprise cybersecurity knowledge, SaaS customer lifecycle management, stakeholder relationship building, cross-functional collaboration, data-driven engagement strategies, technical enablement content creation
Preferred skills
Digital community management, webinar delivery, technical documentation creation, cross-functional partnership with Product/Marketing
Technologies
Vectra AI Platform, SIEM, NDR/XDR, TCP/IP, DNS, VPN, SSL/TLS
Responsibilities
Own success of a portfolio of commercial and mid-market customers; Build trusted advisor relationships with key stakeholders; Conduct success reviews and value conversations; Develop success plans for customers; Lead customer escalations; Host weekly virtual Office Hours; Plan and deliver monthly enablement webinars; Analyze trends to identify adoption challenges; Develop scalable technical enablement content
Seniority
Mid-level, hands-on IC