Customer Success Manager

Customer Success Manager

Trellix is a global company redefining the future of cybersecurity. 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.

As the Customer Success Manager you are an independent customer-success professional who will act as a strategic advisor for a standard portfolio of small to mid-market accounts. You will bridge the gap between Trellix's security solutions and your customers' business goals. Your primary mission is to drive product adoption, manage customer health and risk, ensure long-term retention, and maximize the value of their investment.

About the Role

• In this role, you have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to Trellix's growth and success.
• Understand Trellix solutions well enough to support onboarding, setup, recommendations, and roadmap guidance, translating technical features into tangible business outcomes.
• Troubleshoot customer issues and engage the service desk or internal support to resolve deployment blockers.
• Operate as an individual contributor, managing multiple accounts with clear follow-up and relationship discipline while taking ownership of customer and business results.

About You

• 4-6 years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry.
• Experience working successfully with a standard portfolio of small to mid-market clients, leading to adoption, value realization, and risk reduction.
• Communication: Exceptional and clear English verbal and written communication skills, with the ability to articulate technical concepts confidently to varied stakeholders (technical and non-technical) in the US market.
• Technical Background: Technical aptitude with a solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security).
• Tooling & AI: Demonstrated ability to use Totango (or similar enterprise CS platforms) for health analytics, and practical experience using Google Gemini to spot churn exposure, enhance productivity, or create customer-facing content.
• Proven ability to identify and qualify upselling and cross-selling opportunities (passing commercial execution to Sales/Renewals).
• Schedule: Must be able and willing to work US East Coast (EST) hours on a permanent basis.
• University degree or equivalent experience.

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we 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 a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment 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.

At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.

Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.

Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.