Senior Customer Success Manager

March 7

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Trellix

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Trellix is a leading cybersecurity company that provides a comprehensive AI-powered security platform. It offers a wide range of products and services including endpoint security, data security, network security, threat intelligence, email security, and cloud security. With advanced threat detection and response capabilities, Trellix empowers security operations centers worldwide to efficiently manage and respond to cyber threats. The company is recognized by key industry analysts as a leader in extended detection and response (XDR) and network detection and response (NDR). Trellix also offers professional services, cybersecurity education, and manages detection and response (MDR) services, ensuring clients are well-protected and informed about the latest cybersecurity threats.

1001 - 5000 employees

🔒 Cybersecurity

🤖 Artificial Intelligence

🏢 Enterprise

💰 $35M Venture Round on 2000-04

📋 Description

• The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. • The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings, and support. • Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal. • In this role you a have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Trellix’s growth and success. • As the lead customer liaison for strategic 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. • 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. • Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed.

🎯 Requirements

• 8+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus • Ability to travel > 25% of the time • 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. • Outstanding communication skills and ability to collaborate cross functionally • You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring 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 • University degree or equivalent experience

🏖️ Benefits

• Retirement Plans • Medical, Dental and Vision Coverage • Paid Time Off • Paid Parental Leave • Support for Community Involvement