Manager, Strategic Customer Success - AI Security

Key Responsibilities

• 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.
• 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%.

Pay

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.

Schedule

N/A

Benefits

Cato is 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.