Director - Customer Analytics

Job Title:

Director - Customer Analytics

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:

Job Summary
Trellix is seeking a strategic, data-driven, and results-oriented Director of Customer Analytics to lead and optimize our customer operations, drive actionable insights, and ensure our team delivers exceptional value to our customers. This role will focus on leveraging analytics to guide decision-making, and enhancing the overall customer journey. The ideal candidate will also play a critical role in Renewal Operations, collaborating with Revenue Operations and Finance to support quota setting, forecasting, and performance analysis. The role will ensure alignment across teams to drive long-term customer satisfaction, retention, and revenue growth.

Insights  

• Build and manage a robust analytics framework to track key performance indicators (KPIs) including Renewal rate, and Gross and Net Retention rates by product and customer segment, ARR, pricing analysis, and customer churn and expansion analysis.  

• Analyze customer data to identify trends, opportunities, and risks, providing actionable recommendations to improve results.  

• Partner with the functional teams to forecast customer health, churn risk, and upsell potential.  Deliver regular reports and dashboards to leadership, providing clear and concise updates on CSM & Renewals performance and business impact. 

Leadership and Strategy  

• Lead a high-performing Customer Analytics team through mentorship, goal setting, and strategic guidance.  

• Define and execute a scalable vision for Customer Analytics that drives operational excellence and supports company goals.  

• Act as a key contributor to strategic planning for all the Customer operations functions as well as the CSM & Renewals organization, driving initiatives that  improve customer satisfaction, retention, and long-term success. 

Drive Alignment across Customer-facing Teams

• Partner with functional leaders to support scalable processes for the various customer-facing teams to  maximize team efficiency and align with company objectives.  

• Collaborate with cross-functional teams (Sales, Renewals, Marketing, Product, Professional Services and Support) to  ensure a seamless customer experience across the entire lifecycle.  

• Monitor and refine operational processes to improve overall team productivity and efficiency.  

• Partner and collaborate with Finance and IT to implement a single source of truth for customer data, removing any duplication of effort across Trellix.

Renewals Operations Support  

• Partner with Revenue Operations to support compensation design, quota setting, renewal forecasting, and  performance analysis for the Customer Success Management & Renewals team.  

• Build and maintain a robust framework to track and report on renewals, identifying opportunities to improve retention and expansion rates.  

• Develop and manage tools, dashboards, and reporting systems to help Sales and Renewals teams monitor renewal pipelines and ensure alignment with retention and expansion goals. 

• Collaborate with Revenue Operations to align Renewal strategies with broader sales objectives, ensuring consistency in forecasting and goal setting.  

Qualifications  

Experience 

7+ years of experience in Customer Success Operations, Revenue Operations, or a related analytics focused role.  

Education 

Bachelor’s degree in Business, Analytics, Data Science, or a related field. 

Skills 

• Proven ability to design and implement scalable processes and workflows for customer-facing teams.  

• Strong analytical mindset, with expertise in tools like Excel, Tableau, Power BI, or other BI platforms.  

• Proficiency in CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Clari, or similar tools).  

• Experience with renewal operations processes, including designing quotas, forecasting, and conducting  performance analyses. 

• Excellent communication and presentation skills, with the ability to translate complex data into actionable insights.  

• Strong leadership abilities, with a track record of managing and mentoring teams. 

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and 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 diversity which is why we prohibit discrimination 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.