Customer Success Manager

Role Overview:

About Role

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 reference ability, 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.

About you

• 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
• Deep understanding of enterprise security operations, compliance standards (ISO 27001, SOC 2, GDPR, DPDP, 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.
• Experience with tools such as ChurnZero.