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 for Tier 2 accounts, you will act as a strategic advisor, bridging the gap between Trellix's security solutions and your customers' business goals. Your primary mission is to drive product adoption, ensure long-term retention, and maximize the value of their investment.

Core Responsibilities:

• Relationship Management: Build deep, trusted partnerships with key stakeholders and executive sponsors to align Trellix solutions with their business strategy.
• Strategic Advocacy: Serve as the "voice of the customer," managing Quarterly Business Reviews (QBRs) and mapping product features to specific security challenges.
• Cross-Functional Collaboration: Partner with Sales for seamless account transitions and work with R&D and Engineering to resolve technical escalations or deployment blockers.
• Retention & Growth: Monitor account health, mitigate churn risks, and identify opportunities for account expansion.

Key Objectives:

• Maximize ROI: Drive feature adoption so customers see immediate and ongoing value.
• Risk Mitigation: Proactively identify and resolve issues that threaten customer goals.
• Business Insight: Leverage the cross-functional nature of the role to gain a holistic understanding of the cybersecurity landscape and Trellix's business operations.

Location: Remote US

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 the Trellix's growth and success.
• As the lead customer liaison for Tier 2 accounts, you will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand the customer's business strategy, technical environment, and measurements for success.
• Understand the customer's challenges and security goals and map Trellix product features or services to drive value realization in their investment.
• You will 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 and opportunities.
• You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services and utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress.
• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers while demonstrating the fundamental capability of our technology to drive feature adoption to maximize time to value and return on investment.
• Handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D and CS Engineering.
• The cross-functional nature of this role provides a deeper understanding of all aspects of the business.

About You:

• 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus
• Ability to travel > 25% of the time.
• Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of our dynamic products.
• Strong customer orientation with the ability to manage complex projects and conflicting requirements.
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Ability to switch between communicating with a Security Analyst and presenting "the big picture" to a CISO or IT Director.
• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensure 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.
• Solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security). CompTIA Security+, GSEC, or similar certifications are a plus.
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Midjourney, or proprietary AI analytics) to enhance productivity, analyze data, or create customer-facing content.
• Industry Cyber Security certifications a plus (i.e., CISSP, Security+, CISM)
• Customer Success certifications a plus
• University degree or equivalent experience

Company Benefits and Perks:

• 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.

Our Commitment to You:

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.