[Hiring] Associate Customer Success Manager @Trellix

Role Description

As the Associate Customer Success Manager for Tier 2 accounts, you will act as a strategic advisor, bridging the gap between Trellix’s security solutions and your customers' business goals. Your primary mission is to drive product adoption, ensure long-term retention, and maximize the value of their investment.

• Relationship Management: Build deep, trusted partnerships with key stakeholders and executive sponsors to align Trellix solutions with their business strategy.
• Strategic Advocacy: Serve as the "voice of the customer," managing Quarterly Business Reviews (QBRs) and mapping product features to specific security challenges.
• Cross-Functional Collaboration: Partner with Sales for seamless account transitions and work with R&D and Engineering to resolve technical escalations or deployment blockers.
• Retention & Growth: Monitor account health, mitigate churn risks, and identify opportunities for account expansion.
• Strategic Alignment: Map Trellix solutions directly to the customer’s high-level business goals and security initiatives.
• Collaborative Roadmap: Build and execute mutual success plans that act as a blueprint for partnership and achievement.
• Value Realization: Ensure every product feature adopted serves as a milestone toward the customer’s stated objectives.
• Proactive Partnership: Use data and relationship insights to stay ahead of challenges, ensuring the partnership evolves as the customer’s business grows.

Key Objectives:

• Maximize ROI: Drive feature adoption so customers see immediate and ongoing value.
• Risk Mitigation: Proactively identify and resolve issues that threaten customer goals.
• Business Insight: Leverage the cross-functional nature of the role to gain a holistic understanding of the cybersecurity landscape and Trellix’s business operations.

Qualifications

• 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus.
• Ability to travel > 25% of the time.
• Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of our dynamic products.
• Strong customer orientation with the ability to manage complex projects and conflicting requirements.
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders.
• Ability to switch between communicating with a Security Analyst and presenting "the big picture" to a CISO or IT Director.
• Enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensure they realize the full value of our products and services.
• Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security). CompTIA Security+, GSEC, or similar certifications are a plus.
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Midjourney, or proprietary AI analytics) to enhance productivity, analyze data, or create customer-facing content.
• Industry Cyber Security certifications a plus (i.e., CISSP, Security+, CISM).
• Customer Success certifications a plus.
• University degree or equivalent experience.

Benefits

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement