Customer Success Manager (Public Sector)

Trellix•Reston, VA

22h•Remote

About The Position

Trellix is seeking a Customer Success Manager to serve as the lead customer liaison for Tier 2 public-sector accounts. The role develops trusted-advisor relationships with customer stakeholders and executive sponsors, learns customers’ 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 support value realization. The role develops customer-specific success plans and oversees onboarding, adoption, and satisfaction across the product portfolio. Working with Sales, the manager supports the transition from pre-sales to customer success and identifies opportunities for expansion. The manager advocates for customers, promotes product best practices and usage, and uses Quarterly Business Reviews to maintain alignment and communicate progress. The position also handles deployment or productivity-blocking escalations, coordinates with Sales, R&D, and CS Engineering, and identifies and mitigates risks to customer outcomes. AI-powered analytics and tools are used to monitor customer health, anticipate potential churn, and create automated reports highlighting product value. This is a remote U.S. position. Travel is required more than 25% of the time.

Requirements

At least 3 years of customer engagement and account management experience in a cybersecurity or SaaS solutions company; enterprise software industry experience is a plus.
Ability to travel more than 25% of the time.
Experience managing a portfolio of enterprise clients and leading adoption, expansion, and renewals.
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 the broader picture to CISOs or IT directors.
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

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

Responsibilities

Serve as the lead customer liaison for Tier 2 accounts and build trusted-advisor relationships with customer stakeholders and executive sponsors.
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, adoption, time to value, and return on investment.
Develop customer-specific success plans and oversee onboarding, adoption, and satisfaction across the product portfolio.
Promote best practices and effective 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.
Handle deployment or customer productivity-blocking escalations and coordinate related activities with Sales, R&D, and CS Engineering.
Identify risks to customers achieving desired 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.