Senior Director, Customer Success Management, Public Sector

Job Title:

Senior Director, Customer Success Management, Public Sector

Role Overview:

Reporting to the Global Vice President of Customer Success Management, you will be a transformative leader who oversees a dynamic Customer Success Management team responsible for successful on-boarding, product adoption through renewals. You will help to design and execute on our customer relationship strategy that is focused on driving high retention across a highly diverse and large percentage of large government enterprises. This is a key role at an exciting time as Trellix looks to revolutionize the dynamic XDR cybersecurity segment.

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:

• As a dynamic leader in our Renewals Customer Success team, you will provide strategy, direction and leadership to drive and motivate a high performing team

• You will impact the Customer Success organization by proactively promoting adoption, optimization, advocacy, retention, and discovery of key customer opportunities within your team

• You  will help to design and execute our customer relationship strategy that is focused on driving high retention across a highly diverse and large percentage of Fortune 500 brands. 

• Own key metrics for your team including renewal forecast, activity management, upsells, adoption, and churn

• Optimizing the customer journey with the goal of driving increased value realization and decreased time-to-value from Trellix solutions

• Recruit, coach, motivate and direct a high performing team to optimum results for our client base

• Build and support a high-energy, customer-focused culture by ensuring and managing escalations and negotiations in conjunction with your direct reports

• Define and oversee the customer journey process and touch points of high growth customers

• Develop repeatable and scalable methodology for CSMs to deeply understand our customers' objectives and provide consultative strategic engagement

• You will predictably manage recurring revenue and deliver optimum on-time renewal rates and supporting upsell opportunities through cross-sell and upsell efforts-

• You will work with cross-functional teams to advocate for customer adoption, expansion and understanding of their respective needs to ensure proper company alignment in support of these accounts

• Drive high data stewardship across key systems and tools to aid in scale and projected growth- including critical KPIs and

About the Role:

• 10+ years of experience with proven success in leading a Customer Success organization for a rapidly growing SaaS company

• Success as an experienced and tenured leader managing a high performing team (CSM, Professional Services, Sales, or Account Management, Theatre roles)

• Proven ability, as a leader, who understands the customer buying process and leverages sales methodology to exceed retention targets with accurate pipeline management and forecasting experience

• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues

• Strong analytical and strategic thinking with the ability to take complex customer concerns and orchestrate resources and strategies to address them expediently and efficiently

• Active/ Security Clearance is a preferred but not required.

• Eligible for Secret/TS/SCI, Public trust, etc.

• Experience with state and local government, DoD, Federal organizations, Government budget cycles and associated processes, constraints, and limitations a must 

• Ability to travel up to 20% as needed to  attend customer meetings or 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.