Customer Success Manager

Trellix•Reston, VA

1d•Remote

About The Position

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. 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. 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.

Requirements

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

Nice To Haves

Ability to travel > 25% of the time.
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

Responsibilities

Build deep, trusted partnerships with key stakeholders and executive sponsors to align Trellix solutions with their business strategy.
Serve as the "voice of the customer," managing Quarterly Business Reviews (QBRs) and mapping product features to specific security challenges.
Partner with Sales for seamless account transitions and work with R&D and Engineering to resolve technical escalations or deployment blockers.
Monitor account health, mitigate churn risks, and identify opportunities for account expansion.
Map Trellix solutions directly to the customer’s high-level business goals and security initiatives.
Build and execute mutual success plans that act as a blueprint for partnership and achievement.
Ensure every product feature adopted serves as a milestone toward the customer’s stated objectives.
Use data and relationship insights to stay ahead of challenges, ensuring the partnership evolves as the customer’s business grows.
Drive feature adoption so customers see immediate and ongoing value.
Proactively identify and resolve issues that threaten customer goals.
Leverage the cross-functional nature of the role to gain a holistic understanding of the cybersecurity landscape and Trellix’s business operations.
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.
Be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services.
Utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress.
Demonstrate 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.