Senior Customer Success Manager, Public Sector

Trellix Public Sector - Reston, VA

Full-time - Mid Level

Remote - Reston, VA

About the position

The Senior Customer Success Manager for the Public Sector at Trellix is responsible for driving customer loyalty, adoption, and implementation of Trellix solutions. This role involves consulting with customers at all levels, articulating the value of Trellix's offerings, and promoting retention and loyalty to ensure successful renewals. The CSM will act as a trusted advisor, developing success plans, overseeing customer onboarding, and addressing any challenges that may arise during the customer journey.

Responsibilities

• Drive customer loyalty and adoption of Trellix solutions.
• Consult with customers at all levels to articulate the value of Trellix's offerings.
• Develop and maintain trusted advisor relationships with key stakeholders and executive sponsors.
• Create customer-specific success plans to oversee 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 successful experiences with Trellix products and services.
• Utilize Quarterly Business Reviews to align with customers and highlight ongoing progress.
• Understand business and cybersecurity challenges faced by customers to drive feature adoption.
• Handle escalations of deployment or productivity issues and coordinate with relevant teams.
• Identify risks to customer outcomes and work on risk mitigation strategies.

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 diverse customer accounts.
• University degree or equivalent experience.

Nice-to-haves

• Experience with federal accounts in the public sector.
• 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