Customer Success Manager (Public Sector)

Trellix is hiring a Customer Success Manager to lead customer relationships for Tier 2 public-sector accounts and help customers realize value from its cybersecurity products and services. The role oversees onboarding, adoption, satisfaction, success planning, risk mitigation, escalations, and coordination with Sales and other teams.

Responsibilities:

• As the lead customer liaison for Tier 2 accounts, you will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand the customer's business strategy, technical environment, and measurements for success
• Understand the customer’s challenges and security goals and map Trellix product features or services to drive value realization in their investment
• You will build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions
• Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion and opportunities
• You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services and utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress
• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers while demonstrating the fundamental capability of our technology to drive feature adoption to maximize time to value and return on investment
• Handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D and CS Engineering
• Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed
• Utilize AI-powered analytics and tools to monitor customer health, predict potential churn, and generate automated reports that highlight product value

Requirements:

• Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of our dynamic products
• Strong customer orientation with the ability to manage complex projects and conflicting requirements
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
• Ability to switch between communicating with a Security Analyst and presenting "the big picture" to a CISO or IT Director
• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensure they understand and realize the full value of our products and services
• Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base
• Solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security)
• University degree or equivalent experience
• 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus
• CompTIA Security+, GSEC, or similar certifications are a plus
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Midjourney, or proprietary AI analytics) to enhance productivity, analyze data, or create customer-facing content
• Industry Cyber Security certifications a plus (i.e., CISSP, Security+, CISM)
• Customer Success certifications a plus