Manager, Customer Success

About the Role:

As a Manager of Customer Success for UK/I, you will be responsible for ensuring customer health and success across the region. Reporting to the AVP of Customer Success EMEA, 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 role is based in the UK region, requiring up to 50% travel within the territory.

You exemplify these traits:

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, or cloud technologies
• Experience with enterprise SaaS deployment and adoption methodologies
• Previous experience in the Benelux enterprise market

#LI_HE1