Customer Success Manager

Job Title:

Senior Customer Success Manager

Role Overview:

Reporting to the Director of Customer Success, you will be a highly motivated and integral key player and responsible for managing successful customer adoption, expansion, and renewals of the Trellix security footprint for highly complex enterprise clients. You will be driven to impact customer satisfaction by ensuring your clients realize the full value of Trellix’s dynamic XDR cybersecurity products.

Location: Remote/West Coast/East Coast/Central

 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.

About the Role:

• Trellix Customer Success Managers are the backbone of our relationships with our customer base and you will be responsible for managing an assigned book of business to ensure your customers successfully deploy, adopt, and retain Trellix solutions and continue to renew their licenses year-over-year:

• You are responsible for ensuring on time renewals, managing complex relationships with customers, and being expert problem solvers

• You will consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time renewal and revenue retention within a targeted book of business

• Driving customer awareness, engagement, and adoption of the Trellix portfolio, product features and services, you will ensure clients maximize the adoption and realized value of their purchased solutions.

• You will develop and maintain strong, multi-level relationships with each customer; ensuring that Trellix solutions support the ongoing needs and security objectives for each customer.

• Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.

• Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

• Effectively manage a high volume of customer requests, align them with internal resources and anticipate their business needs.

• Collaborate and align with sales, marketing, support, product and engineering teams to drive customer success outcomes.

About You:

• 5- 7+ years of experience with an emphasis in Customer Success Management or complementary customer facing role (Sales, Account Management, PS)

• You are a highly motivated customer relationship leader with proven success securing long-term relationships, driving adoption of products and tools, identifying upsell and cross-sell opportunities and have ensured retention and renewals for your clients

• You drive customer loyalty by being an exceptional trusted advisor who strives to understand customer needs and challenges while monitoring progress to help them achieve their goals

• You are energized by connecting and building value driven, strategic relationships with enterprise customers by understanding your product offerings and by articulating the value to your respective customers.

• Fanatic about customer success; you seek to achieve extraordinary results through tenacious and creative problem solving and by working effectively with cross-functional teams.

• Assertive but empathetic in nature, you can drive customers toward strategic goals through a combination of persuasion, rapport building, and resolution

• You thrive in a fast based, team centric atmosphere and are agile and adaptable in nature

• Exceptional multi-tasking abilities and organizational skills.

• Detail-oriented; able to capture proper information correctly and accurately.

• Excellent verbal and written communication skills

• Experience in a SaaS, technology company; Cybersecurity is a plus

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.

• 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 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.