Customer Success Manager (Public Sector)
New
T
TrellixCybersecurity
Remote USFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus
- Required Skills
- CybersecurityCustomer SuccessSaaSAccount Management
Requirements
- Have 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or enterprise software industry; this experience is listed as a plus.
- Have experience managing a portfolio of enterprise clients to drive product adoption, expansion, and renewals.
- Be able to manage complex projects and conflicting requirements.
- Explain technical concepts to both technical and non-technical stakeholders.
- Communicate with security analysts and present broader context to CISOs or IT directors.
- Build and maintain outcome-based relationships across a diverse customer account base.
- Have a solid understanding of cybersecurity fundamentals, such as network security, endpoint protection, or cloud security.
- Demonstrate the use of AI tools to enhance productivity, analyze data, or create customer-facing content.
- Have a university degree or equivalent experience.
- Be able to travel more than 25% of the time.
- CompTIA Security+, GSEC, CISSP, CISM, similar cybersecurity certifications, and Customer Success certifications are listed as pluses.
Responsibilities
- Build trusted-advisor relationships with customer stakeholders and executive sponsors for Tier 2 accounts.
- Understand customers’ business strategies, technical environments, challenges, security goals, and measures of success.
- Map Trellix product features and services to customer goals and investment value.
- Develop customer-specific success plans and oversee onboarding, adoption, and satisfaction across the portfolio.
- Promote best practices and usage of Trellix products and solutions.
- Partner with Sales on the transition from Pre-Sales to Customer Success and identify expansion opportunities.
- Advocate for customers and use Quarterly Business Reviews to maintain alignment and highlight progress.
- Handle deployment or customer productivity-blocking escalations and coordinate with Sales, R&D, and CS Engineering.
- Identify risks to customer outcomes and work with account teams and cross-functional groups on mitigation or escalation.
- Use AI-powered analytics and tools to monitor customer health, predict potential churn, and generate reports highlighting product value.
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