Customer Success Manager (Public Sector)

Trellix•Reston, VA

2d•Remote

About The Position

Trellix is hiring a Customer Success Manager to serve as the lead customer liaison for Tier 2 accounts. The role develops trusted-advisor relationships with customer stakeholders and executive sponsors, learns their business strategies and technical environments, and helps define measures of success. The manager connects customer challenges and security goals with Trellix products and services to realize value from customer investments. The position develops customer-specific success plans spanning onboarding, adoption, and satisfaction across the product portfolio. It partners with Sales on transitions from Pre-Sales to Customer Success and identifies expansion opportunities. As a customer advocate, the manager promotes successful product and service experiences, uses Quarterly Business Reviews to maintain alignment and demonstrate progress, and encourages best practices and feature adoption to maximize time to value and return on investment. The manager handles deployment escalations and issues that block customer productivity, coordinating with Sales, R&D, and CS Engineering. The role also identifies risks to customers’ desired outcomes and business goals, collaborates with account teams and cross-functional groups on mitigation, and escalates when needed. AI-powered analytics and tools are used to monitor customer health, anticipate churn, and generate reports highlighting product value. This is a remote US role, with travel of more than 25% of the time.

Requirements

3+ years of customer engagement and account management experience in a cybersecurity/SaaS solutions company; enterprise software industry experience is noted as a plus.
Experience managing a portfolio of enterprise clients and driving adoption, expansion, and renewals.
Ability to travel more than 25% of the time.
Strong customer orientation and ability to manage complex projects and conflicting requirements.
Strong verbal and written communication skills, including explaining technical concepts to technical and non-technical stakeholders.
Ability to communicate with security analysts and present strategic-level information to CISOs or IT directors.
Enthusiastic and dedicated approach to understanding customer needs and helping customers realize the value of products and services.
Ability to build and maintain valuable, outcome-based relationships across a diverse customer account base.
Solid understanding of cybersecurity fundamentals, such as network security, endpoint protection, or cloud security.
Demonstrated ability to use AI tools to enhance productivity, analyze data, or create customer-facing content.
University degree or equivalent experience.

Nice To Haves

Cybersecurity or enterprise software industry experience.
CompTIA Security+, GSEC, or similar certification.
Industry cybersecurity certifications such as CISSP, Security+, or CISM.
Customer Success certifications.

Responsibilities

Develop trusted-advisor relationships with customer stakeholders and executive sponsors for Tier 2 accounts.
Understand customers’ business strategies, technical environments, challenges, security goals, and measures of success.
Map Trellix product features and services to customer needs to drive value realization.
Create customer-specific success plans covering onboarding, adoption, and satisfaction across the portfolio.
Promote best practices and use of Trellix products and solutions.
Partner with Sales to transition accounts from Pre-Sales to Customer Success and identify expansion opportunities.
Advocate for customers and use Quarterly Business Reviews to maintain alignment and highlight progress.
Demonstrate technology capabilities and promote feature adoption to maximize time to value and return on investment.
Handle deployment escalations and customer productivity-blocking issues, coordinating with Sales, R&D, and CS Engineering.
Identify risks to customer outcomes and business goals, work with account teams and cross-functional groups on mitigation, and escalate as needed.
Use AI-powered analytics and tools to monitor customer health, predict potential churn, and generate reports highlighting product value.