Senior Customer Success Manager

$145,000 - $145,000/Yr

Trellix - Boston, MA

Full-time - Senior

Remote - Boston, MA

Publishing Industries

About the position

The Senior Customer Success Manager at Trellix is responsible for enhancing customer loyalty, adoption, and implementation of Trellix Solutions. This role involves consulting with large customer accounts, articulating the value of Trellix's offerings, and promoting customer retention and loyalty to ensure successful renewals. The position requires a dynamic individual who can build trusted relationships with key stakeholders and drive customer success through effective communication and strategic planning.

Responsibilities

• Drive customer loyalty and adoption of Trellix Solutions.
• Consult with large customer accounts to articulate the value of Trellix solutions and services.
• Develop trusted advisor relationships with customer key stakeholders and executive sponsors.
• Build and develop 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, retention, and renewal opportunities.
• Advocate for customers to promote a successful experience 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 and drive feature adoption.
• Handle escalations of deployment or productivity issues and coordinate with Sales, R&D, and CS Engineering.
• Identify risks to customer outcomes and work with account teams on risk mitigation.

Requirements

• 7+ years of customer engagement and account management experience in a SaaS solutions company or enterprise software/Cybersecurity industry.
• Experience working with a portfolio of large enterprise and major clients.
• Strong customer orientation with the ability to manage complex projects and conflicting requirements.
• Outstanding communication skills and ability to collaborate cross-functionally.
• Enthusiastic approach to connecting with customers and understanding their needs.
• Ability to build and maintain valuable, outcome-based relationships with diverse customer accounts.
• University degree or equivalent experience.

Benefits

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