[Hiring] Customer Success Manager @Trellix

Role Description

As the Customer Success Manager, you are an independent customer-success professional who will act as a strategic advisor for a standard portfolio of small to mid-market accounts. Your primary mission is to drive product adoption, manage customer health and risk, ensure long-term retention, and maximize the value of their investment.

• Understand Trellix solutions well enough to support onboarding, setup, recommendations, and roadmap guidance, translating technical features into tangible business outcomes.
• Troubleshoot customer issues and engage the service desk or internal support to resolve deployment blockers.
• Operate as an individual contributor, managing multiple accounts with clear follow-up and relationship discipline while taking ownership of customer and business results.

Qualifications

• 4-6 years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry.
• Experience working successfully with a standard portfolio of small to mid-market clients, leading to adoption, value realization, and risk reduction.
• Exceptional and clear English verbal and written communication skills, with the ability to articulate technical concepts confidently to varied stakeholders (technical and non-technical) in the US market.
• Technical aptitude with a solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security).
• Demonstrated ability to use Totango (or similar enterprise CS platforms) for health analytics, and practical experience using Google Gemini to spot churn exposure, enhance productivity, or create customer-facing content.
• Proven ability to identify and qualify upselling and cross-selling opportunities (passing commercial execution to Sales/Renewals).
• Must be able and willing to work US East Coast (EST) hours on a permanent basis.
• University degree or equivalent experience.

Benefits

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