Sr. Manager, Strategic Customer Success

TrendAI, the global AI security leader and enterprise business unit of Trend Micro, helps organizations gain AI visibility and consolidated security while reducing risk. The Sr. Manager, Strategic Customer Success leads the Technical Advisor function, driving customer adoption, value realization, retention, and expansion across the Vision One customer base. This role manages and develops the team, leads strategic technical engagements, establishes scalable adoption playbooks, and influences Product, Engineering, and field leadership.

Responsibilities:

• Own the deployment model for how Technical Advisors are assigned, integrated, and held accountable across the strategic account base
• Define the working model between TAs, Enterprise Account Managers, and Solutions Engineers — including engagement cadences, role boundaries, and escalation paths
• Serve as the primary point of accountability for how the TA team shows up in the field: coverage decisions, account prioritization, and squad-level coordination with sales leadership
• Ensure every TA has a clear mandate within their assigned accounts and the support they need to operate as a trusted, embedded part of the account team
• Act as the bridge between the TA function and field sales leadership, continuously calibrating how the team is deployed to maximize customer impact and business outcomes
• Build, hire, and develop a high-performing team of Technical Advisors
• Coach advisors on technical depth and strategic account management, not just task execution
• Set clear performance expectations and hold the team accountable to adoption, retention, and expansion outcomes
• Lead talent reviews, compensation conversations, and career development planning
• Build a team culture grounded in technical rigor, customer obsession, and ownership
• Define and evolve the team's overall strategy for driving adoption across the Vision One platform, using portfolio-level usage and consumption data to prioritize where the team invests its time
• Set the standard for how advisors translate platform capabilities into customer-specific business outcomes
• Own the team's execution of the "Activate, Adopt, Integrate, Realize Value" journey, and continuously refine that playbook based on what's actually working
• Identify systemic adoption gaps across the customer base and turn them into targeted team initiatives, not one-off fixes
• Act as the senior technical escalation point for the team's most complex, highest-risk, or highest-value accounts
• Lead adoption and value conversations directly with customer executives when the stakes call for it
• Represent the health and trajectory of the team's portfolio in internal business reviews
• Partner with Customer Success Engineering, Solution Engineering, Solution Architecture, and Account Management leadership to remove structural blockers to adoption, not just individual account issues
• Serve as a primary voice of the customer to Product and Engineering leadership, surfacing patterns and platform gaps that affect adoption at scale
• Influence roadmap and prioritization conversations by connecting field-level adoption data to business impact
• Own team-level reporting on adoption, consumption, retention, and expansion, and translate that data into a clear narrative for senior leadership
• Build and standardize playbooks, documentation, and best practices that let the team scale without sacrificing quality
• Drive renewal and retention outcomes through consistent, provable value delivery across the portfolio

Requirements:

• 7+ years of technical experience in Customer Success, Technical Account Management, post-sales engineering, or cybersecurity consulting
• 3+ years directly managing or leading a customer-facing technical team
• Strong foundational knowledge in security operations, endpoint and cloud security, identity, networking, or related cybersecurity domains
• A track record of building or scaling adoption methodologies, playbooks, or team processes
• Hands-on experience with SaaS security tools or cybersecurity platforms
• The ability to coach others through complex technical and operational challenges, not just solve them yourself
• Excellent communication and executive presence, with both technical and business stakeholders
• Industry certifications such as Security+, CISSP, AWS, Azure, or Kubernetes are a plus