Customer Success Manager

Job Title:

Customer Success Manager

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

Customer Success Manager handling assign Top 250 flagship accounts to ensure health product adoption and maintain high customer satisfactory level towards Trellix.
Responsible for working with existing customers to ensure product and technical requirements are met. Works closely with CSM and Field Sales to proactively address Client issues and maximize potential value of contract renewals.

About Role 

Customer Relationship & Success Management

• Act as the trusted advisor and advocate for assigned customers, ensuring their security goals align with Trellix solution capabilities.

• Build and sustain strong, long-term relationships with C-level executives, IT

• leaders, and security operations teams

• Conduct regular Success Reviews and Business Value Reviews highlighting ROI, posture improvement, and roadmap alignment.

• Advocate for customer needs internally to ensure product, support, and engineering teams provide an optimal experience.

Onboarding & Adoption

• Lead end-to-end customer onboarding by coordinating with technical teams to ensure smooth deployment and configuration of cybersecurity products.

• Develop and implement adoption plans to ensure customers effectively utilize all key features of the solution.

• Track and optimize product usage metrics to enhance engagement and ensure long-term retention.

• Facilitate product training sessions, workshops, and enablement materials customized to customer maturity and use cases.

Risk Management & Retention

• Proactively recognize early warning signs of risk, such as low adoption, performance problems, or customer dissatisfaction.

• Work with technical support and account teams to resolve escalations promptly and ensure quick issue resolution.

• Own customer renewals — ensuring contract continuation, upsell potential, and expansion opportunities are maximized.

• Drive reference ability, create case studies, and develop customer advocacy programs.

Business Outcomes & Value Realization

• Map cybersecurity KPIs (such as incident reduction, compliance improvement, mean-time-to-detect, etc.) to business outcomes.

• Assist customers in defining and measuring security posture improvements and return on investment (ROI)

• Provide quarterly reports summarizing usage, prevented incidents, and key business impacts.

Cross-Functional Collaboration

• Collaborate closely with Sales, Product Management, Engineering, and Support to ensure customer feedback loops are closed

• Provide structured insights to the product team regarding feature adoption trends and customer pain points

• Work with marketing on customer success stories, webinars, and advocacy programs.

About you 

• ​5 to 10 years of experience in Customer Success, Account Management, or Technical Consulting roles.

• Strong background in cybersecurity, including expertise with EDR/XDR, SIEM, DLP, NDR, and cloud security solutions

• Deep understanding of enterprise security operations, compliance standards (ISO 27001, SOC 2, GDPR, DPDP, etc.), and incident management workflows.

• Proven experience managing enterprise clients with complex technical environments.

• Exceptional communication, stakeholder management, and presentation abilities.

• Analytical mindset capable of turning data into insights and action plans.

• Experience working in SaaS or hybrid cloud environments preferred.

• Experience with tools such as ChurnZero.

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.