Trellix - Concord, NH
posted 4 months ago
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. A deep understanding of typical business and cybersecurity challenges faced by customers will be crucial, as you demonstrate how Trellix's technology can drive feature adoption, maximizing time to value and return on investment. Additionally, you will handle escalations related to deployment or productivity issues, coordinating activities 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 outcomes and work with account teams and cross-functional groups on risk mitigation strategies.