Senior Customer Success Manager

Job Title:

Senior 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:

The Senior Customer Success Manager is responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. This dynamic and customer centric individual must be comfortable consulting with large customer accounts with the ability to articulate the value of Trellix solutions and services. Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal.

About the Role:

• 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, retention and renewals 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:

• 7+ years of customer engagement and account management experience in a SaaS solutions company and/or an enterprise software/Cybersecurity industry is desirable.

• As a trusted advisor, you are experienced in successfully working with a portfolio of large enterprise and major 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

This position is paid (in part) on a commission basis. The Base Pay Range is $98,000 - $180,000. The On Target Earnings (OTE) Range (base pay plus on target commission) is $122,00 – $227,000. Actual base pay within the Base Pay Range and actual OTE within the OTE Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

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.