Customer Success Manager

Job Title:

Customer Success Manager

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

The Customer Success Manager (CSM) is responsible for ensuring customers achieve their desired outcomes. The CSM will act as a trusted advisor, building strong relationships with clients to understand their needs and help them maximize the value of our products.

About the Role:

In this role you have the opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Company’s growth and success. The cross-functional nature of the role allows for the development of a deep understanding of all aspects of the business.

• You will be considered the lead customer liaison for strategic accounts

• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy, technical environment and measurements for success with Quarterly Business Reviews to continue alignment and highlight ongoing progress

• Advocate for our customers with a focus on transformation, engagement, and experience

• Build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions

• Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion opportunities

• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving feature adoption to maximize time to value and return on investment.

• Support and coordinate escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D and CS Engineering

• Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed

About You:

• 8+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus

• Strong customer orientation, ability to manage complex projects and conflicting requirements

• Outstanding communication skills and ability to collaborate cross functionally

• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services

• Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.