The Cato Customer Experience (CX) team is seeking a highly technical, customer-focused Manager, Strategic Customer Success - AI Security (Americas) to build and scale our AI Security Customer Success practice while leading strategic customer engagements across the Americas. This leader will play a pivotal role in defining how Cato delivers customer outcomes for its AI Security portfolio, ensuring customers successfully progress through every stage of the customer lifecycle-from onboarding and adoption to value realization, retention, and expansion.
This role combines technical leadership, strategic account management, executive relationship building, and commercial partnership. The ideal candidate has experience working with Fortune 500 organizations, leading technical customer success teams, and driving platform adoption in complex enterprise environments.
Key ResponsibilitiesBuild & Scale the AI Security Customer Success Practice- Build and scale the AI Security Customer Success practice across the Americas, establishing the operating model, customer lifecycle, success methodologies, playbooks, health models, and operational best practices.
- Lead, recruit, coach, and develop a high-performing team of AI Security Customer Success Managers supporting enterprise customers across the region.
- Own the end-to-end customer lifecycle strategy, ensuring seamless transitions from onboarding and adoption to value realization, renewal, and expansion.
- Develop deep expertise in Cato's AI Security capabilities, customer use cases, and integration with the broader Cato SASE platform.
- Create scalable customer success frameworks that accelerate customer maturity, improve time-to-value, and drive consistent business outcomes.
- Define and track customer success KPIs, including customer health, adoption, time-to-value, retention, renewals, and expansion.
- Partner closely with Product Management, R&D, Professional Services, Support, and Product Marketing to advocate for customer needs and continuously improve the end-to-end customer experience.
Drive Strategic Customer Success & Growth- Own the post-sales success strategy for a portfolio of strategic Fortune 500 and enterprise customers across the Americas.
- Build trusted advisor relationships with executive and technical stakeholders, aligning AI Security initiatives to broader cybersecurity, AI governance, and digital transformation strategies.
- Partner closely with Sales to execute Cato's land-and-expand strategy, positioning AI Security as the initial customer engagement while driving expansion into the broader Cato SASE platform.
- Lead Executive Business Reviews, strategic account planning, and value realization discussions that demonstrate measurable business outcomes and identify growth opportunities.
- Coach the team on executive engagement, technical discovery, strategic account planning, adoption planning, and value realization.
- Identify customer risks proactively while uncovering opportunities to increase platform adoption, improve retention, and drive expansion.
- Act as the executive escalation point for complex technical and business discussions, coordinating cross-functional teams to deliver successful customer outcomes.
Qualifications- 7+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or a related customer-facing technical role within enterprise SaaS.
- 3+ years of experience leading customer-facing technical teams.
- Experience managing strategic enterprise or Fortune 500 customer relationships, including executive stakeholder engagement.
- Demonstrated success partnering with Sales to drive land-and-expand growth motions, increasing platform adoption and expansion revenue.
- Strong technical background in Cybersecurity, Networking, Cloud/SASE, AI Security, or AI-driven platforms.
- Proven ability to coach teams in strategic account management, executive business reviews, adoption planning, and value realization.
- Experience working with complex, multi-product enterprise platforms and cross-functional teams.
- Strong operational mindset with experience building scalable customer success processes and best practices.
- Excellent communication, presentation, and executive influence skills.
- Ability to travel up to 25-30%.
Cato provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Health Savings/Flexible Spending Accounts, flexible time-off, paid parental leave and disability benefits.
