Customer Success Manager

Job Title:

Customer Success Manager

About Trellix

Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era. Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments. Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape. Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks. At Trellix, we empower professionals at all career stages to expand their technical expertise, lead strategic initiatives, and make a tangible global impact. Whether you are an industry pioneer or an emerging specialist, Trellix provides the tools and opportunities to enhance and expand your skill set. Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future. More at https://trellix.com.

Role Overview:

As a strategic advisor and relationship manager for post-sale point of contact. Drives business success for customers by cultivating long-term partnerships aimed at mutual growth, achieving customer's long-term business goals and realizing full value from a company's products or services. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products/services. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)/services. May recommend specific solutions to achieve customer’s desired result. Highly encourage to identify opportunities from assigned clients, including upselling and cross-selling of related products/services; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.

• Primary Role & Focus: Acts as the primary post-sale point of contact, leading the customer's journey from deal closure to drive product solution utilization, value realization, renewals, and business growth.
• Dual Impact ("Defense & Expand"): Balances high-level customer support and relationship-building through identifying opportunities of business growth via upselling, cross-selling, and revenue retention.
• Revenue Retention & Expansion: Measures on outcome of account retention, renewals, and identifying expansion opportunities (upselling and cross-selling).
• Trusted Advisor: Serves as a strategic connector and trusted advisor, helping customers achieve their desired business and technical outcomes through proactive, scalable engagement strategies.
• Driving Adoption & Value: Guide customers through best practices, monitor early deployment health using telemetry, and ensure product adoption goes beyond basic features to achieve specific business goals.
• Engagement & Scaling: Manage diverse customer portfolios within customer’s organization, ranging from C-suite to operation ground level. Through high-touch 1:1 interactions to scalable 1:many methods (such as targeted workshops, webinars and quarter business review).
• Cross-Functional Coordination: Handle escalations and coordinate across internal departments-including Sales, Solution Engineer, Renewals, Channel, Professional Services, Support and Engineering,
• Customer Advocacy: Act as a technology advocate, providing customer insights and feedback to solution engineer and product teams on customer’s latest needs on development and product roadmaps.
• Experience: 5 to 7+ years of experience in Sales, Pre-sales, Renewal or technical customer-facing roles.
• Accountability: 3+ years of experience being accountable for customer health, revenue realization, renewals, retention, and managing scaled or pooled accounts.
• Technical & Domain Knowledge: Solid understanding of IT systems, software architecture, or SaaS business models, with preferred background in the cybersecurity industry.
• Language Proficiency: Intermediate or above English proficiency for effective communication with global teams and technical documentation comprehension. Proficiency in Bahasa Melayu and Mandarin will be an advantage.
• Commercial Skills: Proven track record in relationship building, complex negotiations, contract renewals, churn prevention, and upselling/cross-selling strategies.

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 ourcommitment 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.