Senior Customer Success Manager

Job Title:

Senior Customer Success Manager

About Trellix:

Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com. 

Role Overview:

The Principal Success Manager is a critical role to deliver Trellix's next phase of growth. This individual will manage highly complex Fortune 500 customers and will be accountable for ensuring they adopt and realize the recurring value from all Trellix products. Success in this role is increased customer satisfaction, value, retention and expansion of the Trellix security footprint.

About the company:

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com. 

About the role:

• You will own the ultimate responsibility for the customer’s onboarding, adoption and advocacy across a portfolio of customers.

• Work with customers to build success plans, establish critical goals, and aid the customer in achieving their objectives.

• Design and execute a value roadmap.

• Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, review executive dashboards, and program status.

• Cement yourself as a trusted advisor/strategic advisor with customers and drive continued value of our products and services.

• Act as the voice of the customer internally to advocate customer’s needs.

• Engage proactively with customers at every step of their journey.

• Continually measure and monitor Customer Health metrics and OKRs.

• Proactively identify issues and coordinate with internal teams to remediate issues as they are identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and other key data points.

• Identify areas for improvement in the customer experience, both in our product and processes.

• Drive customer initiatives and internal improvements to enhance customer experience, thinking beyond your customer base and what improves the overall customer experience.

• Mentor Customer Success Managers.

• Mastery of all CSM core competencies.

About You:

• University degree or equivalent experience

• 10+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles

• Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers

• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company a plus

• Excellent in business and written and verbal communication skills - able to simplify complex topics in an approachable manner for executives.

• Excellent with presentation skills.

• Experience using Salesforce, Gainsight and other customer relationships tools.

This position is paid (in part) on a commission basis. The Base Pay Range is $129,500 - $240,500. The On Target Earnings (OTE) Range (base pay plus on target commission) is $161,700 – $300,000. Actual base pay within the Base Pay Range and actual OTE within the OTE Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

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.