Overview
Job Title: Customer Success Manager
Role Overview
We are looking for a passionate and strategic Customer Success Manager (CSM) to join Trellix. As a CSM, you will be responsible for helping our customers gain the maximum value from our security solutions, reach their desired business outcomes, and build a strong, trusted partnership with our company. You will act as the main post-sales contact — handling onboarding, adoption, risk reduction, renewal, and advocacy. The ideal candidate will have a solid technical understanding of Trellix solutions combined with excellent relationship-management and business consulting skills.
Responsibilities
* Customer Relationship & Success Management — Act as the trusted advisor and advocate for assigned customers, ensuring their security goals align with Trellix solution capabilities. Build and sustain strong, long‐term relationships with C‐level executives, IT leaders, and security operations teams. Conduct regular Success Reviews and Business Value Reviews highlighting ROI, posture improvement, and roadmap alignment. Advocate for customer needs internally to ensure product, support, and engineering teams provide an optimal experience.
* Onboarding & Adoption — Lead end‐to‐end customer onboarding by coordinating with technical teams to ensure smooth deployment and configuration of cybersecurity products. Develop and implement adoption plans to ensure customers effectively utilize all key features of the solution. Track and optimize product usage metrics to enhance engagement and ensure long‐term retention. Facilitate product training sessions, workshops, and enablement materials customized to customer maturity and use cases.
* Risk Management & Retention — Proactively recognize early warning signs of risk, such as low adoption, performance problems, or customer dissatisfaction. Work with technical support and account teams to resolve escalations promptly and ensure quick issue resolution. Own customer renewals—ensuring contract continuation, upsell potential, and expansion opportunities are maximized. Drive referenceability, create case studies, and develop customer advocacy programs.
* Business Outcomes & Value Realization — Map cybersecurity KPIs (such as incident reduction, compliance improvement, mean‐time‐to‐detect, etc.) to business outcomes. Assist customers in defining and measuring security posture improvements and return on investment (ROI). Provide quarterly reports summarizing usage, prevented incidents, and key business impacts.
* Cross‐Functional Collaboration — Collaborate closely with Sales, Product Management, Engineering, and Support to ensure customer feedback loops are closed. Provide structured insights to the product team regarding feature adoption trends and customer pain points. Work with marketing on customer success stories, webinars, and advocacy programs.
Required Skills & Experience
* 5 to 10 years of experience in Customer Success, Account Management, or Technical Consulting roles.
* Strong background in cybersecurity, including expertise with EDR/XDR, SIEM, DLP, NDR, and cloud security solutions.
* Current AGSVA clearance NV1 or NV2 is mandatory.
* Deep understanding of enterprise security operations, compliance standards (ISO*****, SOC2, GDPR, etc.), and incident management workflows.
* Proven experience managing enterprise clients with complex technical environments.
* Exceptional communication, stakeholder management, and presentation abilities.
* Analytical mindset capable of turning data into insights and action plans.
* Experience working in SaaS or hybrid cloud environments preferred.
Benefits
* Work hours are flexible and family‐friendly benefits are available to all employees.
* Retirement plans included.
* Medical, Dental and Vision Coverage.
* Paid Time Off and Paid Parental Leave.
* Support for Community Involvement.
* Other advantages: ongoing learning opportunities and a path for global growth.
* We believe that the best solutions are developed by teams who embrace each other\'s unique experiences, skills, and abilities.
* We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day.
* We prohibit discrimination and harassment 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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