Customer Success Manager

Customer Success Manager– Saudi Arabia

About Vectra Vectra® 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 Role The 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 Impact You 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 Do

• Own the end-to-end customer relationship, from onboarding through renewal

• Conduct onboarding and training sessions to ensure a successful rollout of the Vectra platform

• Establish trusted advisor relationships with key customer stakeholders (e.g., CISO, SOC, IT leads)

• Develop and execute Success Plans tailored to each customer's business objectives

• Conduct Executive Business Reviews (EBRs) and share insights from usage data, KPIs, and feedback

• Monitor and improve customer health through proactive engagement and best practices

• Drive deep integration of Vectra into customer workflows and technical ecosystems

• Identify, assess, and mitigate renewal risks; lead renewal and get-well planning

• Identify upsell and cross-sell opportunities and collaborate with sales on expansion strategy

• Act as the voice of the customer internally, advocating feedback to product, engineering, and leadership

• Collaborate closely with Support, Product, and Engineering teams to solve problems and enhance product value

• Stay current on cybersecurity trends and apply them to customer strategies

• Travel approximately 25%

What You Need for Success

• 5+ years of experience in customer-facing roles (Customer Success, Technical Account Management, Sales Engineering) in enterprise SaaS, preferably in cybersecurity

• Deep 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 opportunities

• Ability to interpret and act on customer health metrics and usage data

• Excellent organizational and project management skills
  

• Empathy, proactivity, and passion for customer success
• Strong communication and presentation skills, both written and verbal
• Bachelor's degree required; preference for Computer Science or related field

• Cybersecurity certifications (e.g., CISSP, CISM) are a plus

Why Vectra

• Work with cutting-edge technology in a high-growth cybersecurity company

• Join a collaborative and passionate team dedicated to customer outcomes

• Competitive compensation and comprehensive benefits

• Opportunities for personal and professional growth

• Inclusive and diverse workplace committed to employee well-being

We encourage you to apply even if you don't meet 100% of the requirements. Vectra is proud to be an equal opportunity employer.