Sr. Manager, Strategic Customer Success

Trend Micro

3d•Remote

About The Position

TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future. AI Fearlessly. Sr. Manager, Strategic Customer Success Location: Remote Position Summary Trend AI is looking for a Sr. Manager, Strategic Customer Success to lead the technical advisory function driving adoption, value realization, and retention across our Vision One customer base. This is a strategic leadership role who can operate at both altitudes; setting the vision and playbook for how a team of Technical Advisors drives measurable customer outcomes through partnering with Enterprise Account Managers and Solutions Engineers in the field, while staying close enough to the work to coach through the hardest accounts personally. You'll own the connective tissue between customer technical adoption and the business metrics that matter most: consumption, retention, and expansion. Your team is the difference between a customer who bought Vision One and a customer who's built their security operations around it. You'll be measured not just on how well your team executes, but on how well you build systems, talent, and cross-functional relationships that let adoption scale beyond any single advisor's bandwidth.

Requirements

7+ years of technical experience in Customer Success, Technical Account Management, post-sales engineering, or cybersecurity consulting
3+ years directly managing or leading a customer-facing technical team
Strong foundational knowledge in security operations, endpoint and cloud security, identity, networking, or related cybersecurity domains
A track record of building or scaling adoption methodologies, playbooks, or team processes
Hands-on experience with SaaS security tools or cybersecurity platforms
The ability to coach others through complex technical and operational challenges, not just solve them yourself
Excellent communication and executive presence, with both technical and business stakeholders
Candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorship, both currently and moving forward. The company will not sponsor applicants for U.S. work visa status for this role (including, but not limited to, H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT, or any other employment-based visa).

Nice To Haves

Industry certifications such as Security+, CISSP, AWS, Azure, or Kubernetes are a plus

Responsibilities

Own the deployment model for how Technical Advisors are assigned, integrated, and held accountable across the strategic account base
Define the working model between TAs, Enterprise Account Managers, and Solutions Engineers — including engagement cadences, role boundaries, and escalation paths
Serve as the primary point of accountability for how the TA team shows up in the field: coverage decisions, account prioritization, and squad-level coordination with sales leadership
Ensure every TA has a clear mandate within their assigned accounts and the support they need to operate as a trusted, embedded part of the account team
Act as the bridge between the TA function and field sales leadership, continuously calibrating how the team is deployed to maximize customer impact and business outcomes
Build, hire, and develop a high-performing team of Technical Advisors
Coach advisors on technical depth and strategic account management, not just task execution
Set clear performance expectations and hold the team accountable to adoption, retention, and expansion outcomes
Lead talent reviews, compensation conversations, and career development planning
Build a team culture grounded in technical rigor, customer obsession, and ownership
Define and evolve the team's overall strategy for driving adoption across the Vision One platform, using portfolio-level usage and consumption data to prioritize where the team invests its time
Set the standard for how advisors translate platform capabilities into customer-specific business outcomes
Own the team's execution of the "Activate, Adopt, Integrate, Realize Value" journey, and continuously refine that playbook based on what's actually working
Identify systemic adoption gaps across the customer base and turn them into targeted team initiatives, not one-off fixes
Act as the senior technical escalation point for the team's most complex, highest-risk, or highest-value accounts
Lead adoption and value conversations directly with customer executives when the stakes call for it
Represent the health and trajectory of the team's portfolio in internal business reviews
Partner with Customer Success Engineering, Solution Engineering, Solution Architecture, and Account Management leadership to remove structural blockers to adoption, not just individual account issues
Serve as a primary voice of the customer to Product and Engineering leadership, surfacing patterns and platform gaps that affect adoption at scale
Influence roadmap and prioritization conversations by connecting field-level adoption data to business impact
Own team-level reporting on adoption, consumption, retention, and expansion, and translate that data into a clear narrative for senior leadership
Build and standardize playbooks, documentation, and best practices that let the team scale without sacrificing quality
Drive renewal and retention outcomes through consistent, provable value delivery across the portfolio