Senior Customer Success Manager

OREGON EMPLOYMENT DEPARTMENT - Salem, OR

Part-time - Senior

Remote - Salem, OR

About the position

The Senior Customer Success Manager at Trellix is responsible for ensuring that customers achieve their desired outcomes by acting as a trusted advisor. This role involves building strong relationships with clients, understanding their needs, and helping them maximize the value of Trellix's cybersecurity products. The CSM will oversee customer onboarding, adoption, and satisfaction, while also collaborating with sales to transition accounts and identify expansion opportunities.

Responsibilities

• Develop trusted advisor relationships with key stakeholders and executive sponsors of strategic accounts.
• 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 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 Sales, R&D, and CS Engineering.
• Identify risks to customer outcomes and work with account teams on risk mitigation.

Requirements

• 8+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company or enterprise software industry.
• Ability to travel more than 25% of the time.