Manager, Customer Success

Cato Networks•Philadelphia, PA

8h•Remote

About The Position

As a Manager of Customer Success for AMER, you will be responsible for ensuring customer health and success across the region. Reporting to the AVP of Customer Success AMER, you will manage a team of Customer Success Managers (CSMs) while working closely with cross-functional stakeholders to deliver exceptional value to our customers. This is a hands-on leadership role where you'll be expected to lead by example, actively participate in customer engagements, and provide direct guidance to your team in complex situations. This is a remote position that can be based anywhere within US, requiring up to 50% travel within the territory. You exemplify these traits: Curiosity - you have a desire to truly understand our customers' business needs. Creativity - you can find a sustainable path to yes. Empathy - you connect at a human level with our customers and you genuinely care

Requirements

Experience in Customer Success function, managing people at a high growth SaaS software or technology vendor, ideally in the networking and/or security space.
Experience in running a renewal and upsell business, ideally with quota ownership.
Strong business acumen with the ability to independently identify and manage complex opportunities
Excellent customer communication and presentation skills, with ability to articulate to different audiences in a concise, professional manner
Ability to effectively ask probing questions and identify inconsistencies, complemented by strong analytical thinking and intuition
Demonstrated ability to structure and price complex renewal and upsell opportunities
Experience in building strong relationships with executive-level stakeholders
Proven ability to coach and mentor team members
Strong problem-solving skills with the ability to own complex issues through to resolution
Competency in Cato products and their adjacent technology domains, including understanding of Cato's competitive landscape
Background in networking, security, AI/ML platforms or cloud technologies
Experience with enterprise SaaS deployment and adoption methodologies
Previous experience in the AMER enterprise market

Responsibilities

Lead and manage a regional team of CSMs, including setting targets, providing guidance, and ensuring the team grows alongside Cato's accounts
Ensure the health, adoption, renewal, and growth of the assigned regional book of business
Provide oversight and guidance to direct reports, including all personnel matters
Lead and orchestrate Cato's defined post-sales motion in the region
Build and maintain strong relationships with key stakeholders at executive and senior levels
Influence internal cross-functional stakeholders to drive customer outcomes
Structure and price complex renewal and upsell opportunities
Monitor and track team and individual performance against goals, conducting regular performance reviews