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

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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