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Vectra

Scaled Customer Success Manager

LocationAPAC - Bangalore, India Office, Bangalore, Karnataka, India
Typefull-time
SeniorityEntry
Experience1–2 yrs
DepartmentCustomer Success
EquityIncluded
Company size201–500 people
First seenOct 5, 2026 · 6d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Must have12
1 to 2 years of customer-facing experience with enterprise SaaS or subscription-based technology companies in Customer Success, Technical Account Management, Professional Services, Sales Engineering, or a similar post-sales role
Understanding of customer adoption, retention, renewals, expansion, and the overall customer lifecycle
Strong understanding of enterprise cybersecurity technologies, including network security, SIEM, NDR/XDR, sandboxing, identity security, or incident response platforms
Working knowledge of TCP/IP, DNS, VPN, SSL/TLS, and enterprise networking concepts
Understanding of modern cybersecurity threats, attack techniques, and security operations
Exceptional communication, presentation, and storytelling skills for both executive and technical audiences
Customer-first mindset with a passion for delivering exceptional customer experiences
Results-oriented with a focus on customer outcomes, retention, and business growth
Demonstrated ability to use AI-enabled tools, such as ChatGPT Enterprise, Microsoft Copilot, and AI-powered analytics platforms, to improve productivity, quality, decision-making, and customer outcomes
Comfortable applying AI to practical work, including drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows
Able to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information
Proactively identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools
Nice to have4
Exposure to delivering customer presentations, business reviews, or technical workshops is preferred
Experience supporting digital customer success initiatives, customer communities, webinars, or scalable customer education programs
Experience creating customer enablement content such as technical documentation, videos, tutorials, or knowledge base articles
Experience partnering cross-functionally with Product, Marketing, Support, and Sales organizations
Skills
TCP/IP
DNS
VPN
SSL/TLS
ChatGPT Enterprise
Microsoft Copilot
AI-powered analytics platforms
Benefits
Health insurance
Income protection
Life insurance
Retirement savings plan
Wellness services
Paid time off
Employee recognition program
Stock options
About the company
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.
About the role
**Scaled Customer Success Manager
About Vectra**
Vectra AI delivers a new class of advanced threat defense that delivers real-time detection and analysis of active network intrusions. Vectra technology picks up where perimeter security leaves off by providing deep, continuous analysis of both internal and Internet-facing network traffic to automatically detect all phases of a breach as attackers attempt to spy, spread, and steal within your network. Vectra directly analyses network traffic in real time using a patent-pending combination of data science, machine learning, and behavioral analysis to detect attacker behaviors and user anomalies in the network. All detections are correlated and prioritized to show an attack in context, and Vectra AI’s machine learning adapts as attacks evolve.
Your Role
The Scaled Customer Success Manager (SCSM) is responsible for driving customer adoption, value realization, and retention across a portfolio of commercial and mid-market customers through a combination of one-to-one, one-to-many, and digital customer engagement strategies.
The SCSM manages a large portfolio of customers by balancing personalized customer interactions with scalable programs, ensuring customers successfully adopt the Vectra AI platform, achieve their desired security outcomes, and maximize the value of their investment.
Working closely with Sales, Technical Success Managers, Product Management, Product Marketing, Support, and Renewals, the SCSM leverages customer insights, automation, and data to proactively engage customers throughout their lifecycle.
Your Impact
By combining your cybersecurity expertise, technical knowledge, and customer success experience, you will help customers achieve measurable security outcomes while increasing product adoption, customer satisfaction, retention, and expansion.
You will also play a key role in evolving Vectra’s digital customer success strategy by creating scalable programs that enable customers to learn, adopt, and succeed regardless of engagement model.
Responsibilities
•
Own the success of a portfolio of commercial and mid-market customers.
•
Build trusted advisor relationships with key customer stakeholders through periodic one-to-one engagements.
•
Conduct Success Reviews and value conversations based on customer maturity and business needs.
•
Develop success plans for customers requiring additional guidance.
•
Act as the primary Customer Success contact for assigned accounts.
•
Lead customer escalations with urgency, coordinating cross-functional teams to ensure timely resolution and clear customer communication.
Digital Customer Success & Scale
•
Host weekly virtual Office Hours to provide customers with technical guidance, best practices, and open Q&A sessions.
•
Plan and deliver monthly customer enablement webinars focused on product capabilities, new features, security use cases, and operational best practices.
•
Partner with Product, Product Marketing, Support, and Education teams to continuously improve customer onboarding, adoption journeys, and self-service resources. This includes:
•
Analyzing trends across the digital customer base to identify common adoption challenges, product usage gaps, and enablement opportunities.
•
Developing scalable technical enablement content including knowledge articles, how-to guides in partnership with Customer Enablement
•
Own the support relationship between Vectra AI and all customers that fall in the Digital Segment.
Qualifications
Successful candidates will possess a strong technical foundation in enterprise cybersecurity, outstanding customer relationship skills, and a passion for helping customers achieve measurable business outcomes.
Required Experience
•
1 to 2 years of customer-facing experience with enterprise SaaS or subscription-based technology companies in Customer Success, Technical Account Management, Professional Services, Sales Engineering, or a similar post-sales role.
•
Understanding of customer adoption, retention, renewals, expansion, and the overall customer lifecycle.
•
Exposure to delivering customer presentations, business reviews, or technical workshops is preferred.
Technical Expertise
•
Strong understanding of enterprise cybersecurity technologies, including network security, SIEM, NDR/XDR, sandboxing, identity security, or incident response platforms.
•
Working knowledge of TCP/IP, DNS, VPN, SSL/TLS, and enterprise networking concepts.
•
Understanding of modern cybersecurity threats, attack techniques, and security operations.
Nice to have
Preferred Qualifications
•
Experience supporting digital customer success initiatives, customer communities, webinars, or scalable customer education programs.
•
Experience creating customer enablement content such as technical documentation, videos, tutorials, or knowledge base articles.
•
Experience partnering cross-functionally with Product, Marketing, Support, and Sales organizations.
Skills
•
Exceptional communication, presentation, and storytelling skills for both executive and technical audiences.
•
Customer-first mindset with a passion for delivering exceptional customer experiences.
•
Results-oriented with a focus on customer outcomes, retention, and business growth.
AI & Automation
•
Demonstrated ability to use AI-enabled tools, such as ChatGPT Enterprise, Microsoft Copilot, and AI-powered analytics platforms, to improve productivity, quality, decision-making, and customer outcomes.
•
Comfortable applying AI to practical work, including drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows.
•
Able to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information.
•
Proactively identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools.
Benefits
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 varies 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.
Legal
Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
More roles at Vectra
Regional Sales ManagerStaff Software Engineer - Network Protocols & Data PlaneSenior Software Engineer - Network Protocols & Data PlaneRenewals AnalystSenior Security Engineer
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