Senior Manager, Customer Success
About The Position
The Senior Manager, Customer Success – U.S. Public Sector is a key leadership role within Trellix’s Customer Engagement Team (CET) responsible for directing a high-performing team of Customer Success Managers (CSMs) dedicated to our U.S. Public Sector customer base. Reporting directly to the Senior Director of Customer Success & Professional Services, you will oversee the strategic execution, operational rigor, and lifecycle management for accounts across Federal Civilian (FedCiv), Department of War (DoW), Intelligence Community (IC), and State, Local & Higher Education (SLED/GHE) segments. In this role, you will bridge strategic leadership with frontline execution. You will coach and empower a team of 8 CSMs, partner closely with Public Sector Sales, Professional Services, Technical Support, Channel Management, and various executive leadership team members to build relationships with key mission stakeholders. Your primary objective is driving gross retention rate (GRR), net retention rate (NRR), platform adoption, and customer value realization across critical government missions.
Requirements
- Bachelor’s degree in Business, Cybersecurity, Information Technology, or a related field (or equivalent practical experience).
- 8+ years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity.
- 3+ years of direct people management experience leading customer-facing teams in high-growth environments.
- Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government).
- Proven knowledge of cybersecurity domains (Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps).
- Demonstrated capability in customer success operations platforms (e.g., Totango, Gainsight, Salesforce).
- Strong understanding of government contracting, agency budget cycles, and public sector risk governance.
- Must be a U.S. Citizen.
Nice To Haves
- Industry certifications (e.g., PMP, Security+, CISSP, or Certified Customer Success Manager) are a strong plus.
- Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred.
Responsibilities
- Lead, mentor, and coach a team of 8 Public Sector CSMs, fostering a culture of accountability, customer advocacy, and operational excellence.
- Establish clear individual performance goals, KPIs, and developmental plans aligned with team and organizational objectives.
- Guide CSMs through complex account strategies, stakeholder mapping, executive business reviews (EBRs), and risk mitigation plans.
- Manage resource allocation, patch distribution (~30–40 accounts per CSM), and operational priorities across FedCiv, DoD, and SLED portfolios.
- Assist with defining and implementing our approach of A Seamless Customer Experience.
- Own overall portfolio retention and expansion goals, directly impacting Gross Retention Rate (GRR) and Net Retention Rate (NRR).
- Proactively identify and manage account risk.
- Drive deep utilization and adoption of core security solutions across Endpoint, Network/NDR, Data Security/DLP, and SecOps/Helix architectures.
- Ensure mandatory Success Plans are developed, updated in Totango/CRM, and executed for all key Public Sector accounts.
- Partner closely with Sales Account Executives and Renewal Managers to identify expansion opportunities and mitigate early renewal risks.
- Drive operational cadence and CRM/Totango hygiene, ensuring accurate customer health tracking, touchpoint logging, and risk flagging.
- Develop structured "Go-To-Green" (GTG) recovery plans for high-risk accounts and lead executive escalations to resolution.
- Establish repeatable standards for onboarding, health monitoring, and portfolio reviews.
- Partner with Professional Services Engagement Managers and Consultants to align project delivery with long-term adoption goals.
- Collaborate with Technical Support, Designated Support Engineers (DSEs), and Thrive Support Advocates (TSAs) to streamline issue escalation and systemic risk reduction.
- Coordinate with Field CTOs, Solutions Engineers, and Product Management to bring customer requirements and feedback directly into product roadmaps.
- Maintain deep alignment with U.S. Public Sector procurement cycles, FAR requirements, funding timelines, and agency security mandates.
Benefits
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
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What This Job Offers
Job Type
Full-time
Career Level
Senior
