Manager, Customer Success

About the Role: 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

Key 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

Required Skills and Experience:

• 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

 Prior Experience:

• 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

A reasonable estimate of the total compensation for this role, at the time of posting, is $230,000 - $250,000. Cato operates from a high place of trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skill set, experience, location, training, and certifications. If your requirements fall outside of this range, you are still welcome to apply.

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. 

As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.

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