Customer Success Manager

Austin, TX, United States

Job Title:

Customer Success Manager

Role Overview:

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.

Location: Remote US

Company Overview:

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .

What You Will Do:

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.

About You:

5+ 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

Company Benefits:

We work hard to embrace diversity and inclusion and encourage everyone at Trellix 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.

Pension and 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 Trellix prohibits 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.

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.

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .