Cato Networks

Premium Support Manager - North America

USA · Senior

Sponsorship not specifiedDetected 21 days ago

Cloud PlatformsAccount ManagementCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration

About the role

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).

Lead, mentor, and develop SDMs and TAMs, ensuring clear responsibilities, career growth, and strong performance.
Drive a culture of accountability, customer advocacy, and continuous improvement while setting the tone through visible, proactive leadership.
Manage team capacity planning and account assignments to balance workload effectively.
Act as the senior escalation point, taking control of stalled situations by mobilizing Sales, Customer Success, Engineering, Product, or other stakeholders to drive resolution.
Partner with Customer Success, Sales, and other leadership to align support engagement with broader business objectives.
Demonstrate proactivity and exhibit assertiveness by challenging teams to act quickly, step up, and deliver stronger results.
Proven leadership experience managing customer-facing technical teams such as Support Delivery, TAM, or Customer Success.
Strong background in technical support, escalation management, and customer advocacy.
Demonstrated ability to lead through influence, collaborating effectively with Product, Engineering, and Support leadership.
Resolution times and escalation outcomes across the Premium Support team.

Exceptional communication skills, including the ability to engage confidently with executives and non-technical stakeholders.
Experience managing distributed teams and balancing multiple strategic accounts.
Strong analytical skills with the ability to translate operational data into insights and action plans.
Deep familiarity with Cato's product ecosystem and service portfolio is preferred.
Customer Satisfaction (CSAT) and Net Promoter Score (NPS) trends across managed accounts.
Reduction in repeat issues and ticket transfers across teams.
Product adoption and utilization metrics for strategic accounts.
Team retention, performance, and development progress.

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.
Ensure consistent, high-quality support and account management for strategic accounts with executive-level visibility into health, escalations, and service delivery.
Cato provides a competitive salary and comprehensive benefits plan.

This listing is sourced directly from Cato Networks's careers page and normalized into a canonical job model.