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Senior Manager, Customer Success Management

ID: JR0031743

Poland, Warsaw

Job Title:

Senior Manager, Customer Success Management

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 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.

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.  


The ideal candidate has experience in working with a large volume of customers in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer health and retention, and has a proven track record for coaching and advancing their team to high standards of 

excellence. This person has a passion for solving problems, is devoted to operational and engagement improvements, and is committed to developing the skills of their team. 


Essential Responsibilities 

  • Predictably manage recurring revenue and deliver high on-time renewal rates 

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

  • 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 

  • 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 


Job Requirements 

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

  • Strong analytic and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them 

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

  • Be able to travel up to 20% of the time to 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.

  • 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.

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