Customer Success Manager

Trellix

About The Position

As a strategic and technical partner within the Customer Engagement team, the focus of this opportunity is to effectively and passionately engage with our enterprise customers in Canada, guiding them to maximize the technical value and security posture of their environments. Aligning with our 2028 Vision, you will help us become a recognized leader in delivering exceptional customer value as one team, winning together. You will directly support our mission to grow customer retention through data-driven engagement, particularly focusing on hybrid deployments and regulated industries. As a technical trusted advisor, you bridge the gap between strategic relationship management and hands-on technical guidance, ensuring our solutions are deeply integrated, adopted, and delivering continuous value leading to successful renewals.

Requirements

3-5 years of experience in a customer-facing technical or customer success role, such as Technical Account Management, Customer Success Engineering, or Systems Engineering within the Cybersecurity/SaaS industry.
University degree or equivalent experience, and industry certifications such as CompTIA Security+, GSEC, or CISSP are highly welcomed.
Hands-on administrative or architectural experience with enterprise security products, highly desiring specific experience with Trellix solutions.
Solid understanding of cybersecurity fundamentals encompassing Network security, Endpoint protection, and Cloud security ecosystems.
Proven track record of working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of dynamic technical products.
Experience utilizing CRM and Customer Success platforms (such as Salesforce, Totango, or Gainsight) to manage customer health, track engagement, and forecast renewals.
Data-driven mindset with the ability to track, analyze, and present technical platform metrics to prove ROI to C-level executives.
Ability to form relationships at various/multiple levels, easily switching between deep technical troubleshooting discussions 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 technical value of our products and services.
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.
Work very well in a faster-paced, high-growth environment and have strong project management skills to manage complex technical engagements.
Ability to travel > 25% of the time.

Nice To Haves

industry certifications such as CompTIA Security+, GSEC, or CISSP are highly welcomed.
highly desiring specific experience with Trellix solutions.

Responsibilities

Proactively manage the customer lifecycle, acting as the primary technical and strategic point of contact to ensure high retention rates, successful renewals, and the growth of Customer NRR.
Build and develop Joint Success Plans to oversee customer technical on-boarding, platform adoption, and architectural optimization to promote best practices and usage of Trellix products.
Act as a technical advocate for our customers with a focus on transformation, translating field use-cases into actionable feedback for our product roadmap, and utilizing Business Reviews to highlight ongoing technical progress.
Perform proactive monitoring and intelligence-led engagement, helping customers continuously improve their security posture and drive advanced feature adoption.
Identify early risks to the customer achieving their desired outcomes, working cross-functionally to build mitigation strategies that prevent churn.
Deliver outcome-led opportunities and promote Flex Credit consumption by demonstrating technical ROI and aligning platform capabilities with evolving customer business needs.
Develop and deliver technical workshops, best-practice playbooks, and knowledge-base resources to empower customer security teams.
Handle escalations of complex deployment or customer productivity blocking issues, and coordinate related technical activities with Sales, R&D, and CS Engineering to ensure rapid resolution.
Utilize AI-powered analytics and tools to monitor customer health, predict potential churn, and generate automated reports that highlight product value.