Customer Success Manager

Cato Networks; Guarulhos; On-site; BRL 120,000 - 180,000; Full time

Job summary

Cato Networks is seeking a Customer Success Manager to guide top customers from deployment through renewal, driving adoption, value realization, and expansion across a fast-growing global SaaS security platform.

You will collaborate with Sales, R&D, and Support to orchestrate post-sales activities, manage escalations, and ensure customer success. Ideal candidates have 5+ years in CSM within cybersecurity or SaaS and strong communication skills.

Qualifications

• 5+ years in customer success in SaaS, tech, or cybersecurity.
• Experience in end-to-end customer lifecycle including renewals and upsells.
• Proven ability to negotiate contracts and handle technical escalations.
• Experience with networking, security software, and related technologies.
• Excellent communication and presentation skills across executive and non-technical audiences.
• Ability to work effectively with cross-functional teams and be a trusted advisor.
• Comfortable in a fast-paced, globally distributed environment.
• Willingness to travel up to 25%.

Responsibilities

• Own post-sales lifecycle for assigned accounts, ensuring adoption and growth.
• Build and maintain relationships with key customer stakeholders and internal teams.
• Lead quarterly business reviews, product adoption assessments, renewals, and upsells.

Skills

Customer Success

SaaS

Negotiations

Networking

Security software

Communication

Presentation skills

Cross-functional collaboration

Job description

Welcome to the future of cloud networking and security! Cato Networks is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud. It is led by networking and security pioneer Shlomo Kramer (Check Point, Imperva) and early investor (Palo Alto Networks, Exabeam, Trusteer and more). Cato’s unique technology inspired a brand-new product category, later named “SASE” by Gartner and a market expected to reach $28.5 billion by 2028. This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and secure cloud platform, and is on a fast track to becoming the worldwide market leader – don’t miss it! As a Cato Customer Success Manager, you will be a trusted advisor to our top customers from deployment and throughout their journey to renewal. In this role you will inspire and support customer adoption and expansion and use your customer facing and technical acumen to lead our customers to success. 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.

Responsibilities

• Responsible for the health of the assigned accounts and ensure our customers continue to stay and grow with us and realize the full value of their investment in our technology
• Develop meaningful relationships with key stakeholders within the customer as well as Cato’s teams (Sales, Customer Success, R&D and Support Engineering)
• Own and orchestrate Cato's post sales motion, including conducting QBRs, product adoption maturity assessments, managing renewals and upsells

Requirements

• 5+ year of experience ideally in a Customer Success role at a high-growth SaaS software, technology vendor, or Cybersecurity company
• Experience in full commercial negotiations as well as some technical escalation
• Experience and exposure working with networking or security software solutions
• Excellent customer communication and presentation skills (ability to clearly articulate to different audiences and bring the message across in a concise, professional and compelling manner)
• Ability to effectively listen and truly understand the customer needs, even if they're not effectively articulated, and find sustainable solutions
• Ability to influence and persuade at all levels and gain a ‘Trusted Advisor’ status with key stakeholders
• Must be very well organized and able to work effectively in a nimble and fast-paced environment
• Effective problem solver, shows ownership and wants to see issues resolved
• Comfortable working within a geographically distributed team for a hyper-growth global organization
• Ability to travel up to 25% of the time

Prior Experience

• Solid technology background, ideally hands-on prior experience on at least a few of the following domains:
• Routing (static, BGP, EIGRP, etc.)
• Switching
• SD-WAN
• Firewalls, Proxy
• Secure Web Gateway/CASB/DLP
• Identity Management (SSO, SAML, LDAP, etc.)
• Threat protection mechanisms (IPS, AM, etc.)
• Load Balancing
• Networking protocol analysis (TCP, UDP, IP, ICMP, etc.)
• WAN, MPLS