Senior Customer Success Manager (Germany)

Job Title:

Senior Customer Success Manager (Germany)

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 Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption and implementation of Trellix Solutions, leading to successful customer renewals. 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.

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:

• You will be considered the lead customer liaison for strategic accounts driving customer renewals

• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy, technical environment and measurements for success with Quarterly Business Reviews to continue alignment and highlight ongoing progress 

• Advocate for our customers with a focus on transformation, engagement, and experience 

• 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 opportunities 

• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving 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 

• 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 

• Native German language is a must

• Public Sector Experience is preferred

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.