Senior Customer Success Manager

$110,000 - $160,000/Yr

Trellix - Carson City, NV

Full-time - Mid Level

Carson City, NV

Publishing Industries

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 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, managing customer relationships, and addressing any challenges that 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 solutions and services.
• Develop and oversee customer-specific success plans for 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 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.
• Ability to travel more than 30% of the time.
• Experience managing a portfolio of enterprise clients leading to adoption, expansion, and renewals.
• Proven track record of managing renewals and owning the full customer renewal cycle.
• 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 relationships with a diverse customer account base.
• 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