Customer Success Manager - Cybersecurity Solutions

About the Role

We are looking for a Customer Success Manager (CSM) remote to join our team at Vectra AI, a leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. As a CSM, you will play a critical role in managing and expanding our most valuable asset: our customers. Your primary objective will be to ensure customers achieve their business goals through their investment in Vectra.

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%.

Requirements

• 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.
• Fluency in Dutch (native or near-native), along with strong English communication skills, is required.
• Bachelor’s degree required; preference for Computer Science or related field.
• Cybersecurity certifications (e.g., CISSP, CISM) are a plus.

What We Offer

• 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 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 vary 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.