Manager, Customer Success

Job Title:

Manager, Customer Success

Role Overview:

Reporting to the Director, Customer Success Management you will be responsible for managing a team of Customer Success Managers responsible for customer on-boarding, product adoption and usage optimization, advocacy, retention, and discovery of up-sell opportunities. This person will help to execute on our customer relationship strategy that is focused on driving high retention and renewals across a highly diverse and large percentage of Fortune 500 brands.  This is a key role at an exciting time as Trellix looks to revolutionize the dynamic XDR cybersecurity segment.

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.

What you will do:

As a customer centric individual, you will work successfully with large enterprise customers and will participate in driving cross-functional programs focused on improving customer health, retention, and renewals:

• You will own key metrics for your team including renewal forecast, activity management, upsells, adoption, and churn.

• Have a customer first mindset and successfully resolve challenges while remaining dedicated to operational and engagement improvements.

• You will proactively manage recurring revenue and deliver high on-time renewal rates.

• Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from our solutions.

• Recruit, coach, motivate and manage a high performing team.

• Build and support a high-energy, customer-focused culture while being committed to developing and advancing your team to high standards of excellence.

• Personally manage escalations and negotiations alongside your direct reports

• Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these accounts.

About You:

• Proven experience leading a Customer Success team for a rapidly growing SaaS company in a leadership role.

• Strong analytic and strategic thinking – ability to take complex customer concerns and orchestrate resources and tactics to successful resolution.

• You are passionate about impacting customers, resolving challenges, and driving operational excellence.

• A solid professional, with a minimum of 8+ years experience successfully managing a high performing team (professional services, sales, CSM, or Account Management).

• Ability to travel 20% to customer sites and remote offices.

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.