Customer Success Manager

Job Title: Customer Success Manager About Trellix   Trellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com. Role Overview: We are looking for a passionate and strategic Customer Success Manager (CSM) to join Trellix. As a CSM, you will be responsible for helping our customers gain the maximum value from our security solutions, reach their desired business outcomes, and build a strong, trusted partnership with our company. You will act as the main post-sales contact — handling onboarding, adoption, risk reduction, renewal, and advocacy. The ideal candidate will have a solid technical understanding of Trellix solutions combined with excellent relationship-management and business consulting skills. Key Responsibilities   Customer Relationship & Success Management Act as the trusted advisor and advocate for assigned customers, ensuring their security goals align with Trellix solution capabilities. Build and sustain strong, long-term relationships with C-level executives, IT leaders, and security operations teams. Conduct regular Success Reviews and Business Value Reviews highlighting ROI, posture improvement, and roadmap alignment. Advocate for customer needs internally to ensure product, support, and engineering teams provide an optimal experience.   Onboarding & Adoption Lead end-to-end customer onboarding by coordinating with technical teams to ensure smooth deployment and configuration of cybersecurity products. Develop and implement adoption plans to ensure customers effectively utilize all key features of the solution. Track and optimize product usage metrics to enhance engagement and ensure long-term retention. Facilitate product training sessions, workshops, and enablement materials customized to customer maturity and use cases.   Risk Management & Retention Proactively recognize early warning signs of risk, such as low adoption, performance problems, or customer dissatisfaction. Work with technical support and account teams to resolve escalations promptly and ensure quick issue resolution. Own customer renewals — ensuring contract continuation, upsell potential, and expansion opportunities are maximized. Drive referenceability, create case studies, and develop customer advocacy programs.   Business Outcomes & Value Realization Map cybersecurity KPIs (such as incident reduction, compliance improvement, mean-time-to-detect, etc.) to business outcomes. Assist customers in defining and measuring security posture improvements and return on investment (ROI). Provide quarterly reports summarizing usage, prevented incidents, and key business impacts.   Cross-Functional Collaboration Collaborate closely with Sales, Product Management, Engineering, and Support to ensure customer feedback loops are closed. Provide structured insights to the product team regarding feature adoption trends and customer pain points. Work with marketing on customer success stories, webinars, and advocacy programs.   Required Skills & Experience 5 to 10 years of experience in Customer Success, Account Management, or Technical Consulting roles. Strong background in cybersecurity, including expertise with EDR/XDR, SIEM, DLP, NDR, and cloud security solutions. Current AGSVA clearance NV1 or NV2 is mandatory. Deep understanding of enterprise security operations, compliance standards (ISO 27001, SOC 2, GDPR, etc.), and incident management workflows. Proven experience managing enterprise clients with complex technical environments. Exceptional communication, stakeholder management, and presentation abilities. Analytical mindset capable of turning data into insights and action plans. Experience working in SaaS or hybrid cloud environments preferred. Why Trellix Work with a world-class cybersecurity platform that’s redefining enterprise protection. Be part of a customer-focused culture where your insights directly shape product direction. Work with specialists in threat detection, AI-powered security analytics, and zero-trust architectures. Competitive compensation, ongoing learning opportunities, and a path for global growth. Company Benefits and Perks: We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. Retirement Plans Medical, Dental and Vision Coverage Paid Time Off Paid Parental Leave Support for Community Involvement We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. Our Commitment to You: At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications. Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process. Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.