Senior Customer Success Manager

OREGON EMPLOYMENT DEPARTMENT - Salem, OR

Part-time - Mid Level

Salem, OR

About the position

The Senior Customer Success Manager at Trellix is responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. This role involves consulting with customers at various 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 to strategic accounts, developing success plans and overseeing customer onboarding and satisfaction.

Responsibilities

• Drive customer loyalty and adoption of Trellix Solutions.
• Consult with customers at all levels to articulate the value of Trellix solutions and services.
• Develop trusted advisor relationships with key stakeholders and executive sponsors.
• Build and develop customer-specific success plans to oversee onboarding 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 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 teams on risk mitigation.

Requirements

• 5+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company or enterprise software industry.
• Ability to travel more than 30% of the time.