Director, Customer Success, Americas

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.

The Director of Customer Success for the Americas is a strategic leader that focuses on value delivery with a customer-first mindset and drives retention and expansion. In this role you will ensure the success of Vectra’s customers throughout the customer journey, help to develop the success strategy and act as the customer advocate with internal teams. To succeed in this role, you must be results-driven, customer focused, technologically savvy, and skilled at building internal and external partnerships!

We are looking for someone who is either based near our Austin office for a hybrid work scenario or based on the East Coast to work remotely.

What will you do:

• Manage and grow teams of Customer Success Managers and Technical Account Managers
• Develop success strategies to improve the customer experience and drive best-in-class retention
• Drive standardization of customer management cycles, and identify revenue growth opportunities
• Analyze customer telemetry to identify trends and value delivery opportunities
• Improve the customer experience throughout the value journey
• Develop feedback loops with the Product team
• Own customer escalations
• Build strong relationships with customers and internal leaders
• Deliver monthly reporting and analytics covering the Customer Success goals

Required experience:

• 10+ years of experience in customer facing roles with enterprise class software, at least 5 years in a Customer Success role
• 4+ years in a management role (direct reports), second line management experience preferable.
• Ability to collaborate and communicate effectively with people from different disciplines and varying degrees of technical experience, at all levels within the organization and with external customers.
• Networking and Cybersecurity experience is highly desired.
• A strong work ethic, exhibiting leadership by example.
• Excellent leadership and team management skills including the proven ability to recruit, mentor, and motivate.
• Ability to develop and manage business solutions for complex problems.
• Strong interpersonal and relationship skills with a willingness to develop open and honest professional relationships.
• Strong business writing skills.
• An analytical mind with the demonstrated ability to make data-driven decisions.
• Ability to adapt to a frequently changing and growing environment, which may result in changed priorities or changed job duties.
• Travel 25%