Customer Success Manager - Public Sector

Trellix - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

10,001+ employees

Publishing Industries

About the position

The Customer Success Manager (CSM) is a pivotal role at Trellix, responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. This position requires a strong ability to consult with customers at all levels, articulating the value of Trellix's offerings in a way that inspires adoption of solutions, services, educational offerings, and support. The CSM's primary focus is on customer success, which directly contributes to retention and loyalty, ultimately leading to successful renewals. In this role, you will have the opportunity to leverage your passion for customer engagement, communication skills, persistence, and business acumen to contribute significantly to Trellix's growth and success. As the lead customer liaison for strategic accounts, you will develop trusted advisor relationships with key stakeholders and executive sponsors, gaining a comprehensive understanding of their business strategies, technical environments, and success metrics. You will be responsible for creating and managing customer-specific success plans that oversee onboarding, adoption, and satisfaction across the portfolio, promoting best practices and effective usage of Trellix products and solutions. Collaboration with the Sales team is essential as you help transition accounts from Pre-Sales to Customer Success, identifying opportunities for expansion. You will advocate for customers, focusing on transformation and engagement to ensure a successful experience with Trellix's products and services. Utilizing Quarterly Business Reviews, you will maintain alignment with customers and highlight ongoing progress. Additionally, you will develop a deep understanding of the typical business and cybersecurity challenges faced by customers, demonstrating how Trellix's technology can drive feature adoption and maximize return on investment. Handling escalations related to deployment or productivity issues will be part of your responsibilities, requiring coordination with Sales, R&D, and Customer Success Engineering. This cross-functional role will provide you with insights into all aspects of the business, allowing you to identify risks to customer success and work with account teams and cross-functional groups on risk mitigation strategies.

Responsibilities

• Drive customer loyalty and adoption of Trellix Solutions.
• Consult with customers at all levels to articulate the value of Trellix offerings.
• Develop trusted advisor relationships with key stakeholders and executive sponsors.
• Create and manage customer-specific success plans for onboarding, adoption, and satisfaction.
• Partner with Sales to transition accounts from Pre-Sales to Customer Success and identify expansion opportunities.
• Advocate for customers to promote a successful experience with Trellix products and services.
• Utilize Quarterly Business Reviews to maintain alignment and highlight ongoing progress.
• Understand business and cybersecurity challenges faced by customers and demonstrate how Trellix technology can address these challenges.
• Handle escalations of deployment or productivity issues and coordinate with Sales, R&D, and Customer Success Engineering.
• Identify risks to customer success and work with account teams on risk mitigation.

Requirements

• 5+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company or enterprise software industry.
• Experience working with a portfolio of public sector clients, leading to adoption, expansion, and renewals.
• Strong customer orientation with the ability to manage complex projects and conflicting requirements.
• Outstanding communication skills and ability to collaborate cross-functionally.
• Ability to build and maintain valuable, outcome-based relationships with a diverse customer account base.
• University degree or equivalent experience.

Nice-to-haves

• Experience with public sector/federal accounts.
• Ability to travel more than 25% of the time.

Benefits

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