Customer Success Manager

Trellix; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to enhance customer loyalty and drive the adoption of cutting-edge cybersecurity solutions. In this pivotal role, you will serve as the primary liaison for strategic accounts, ensuring customer satisfaction and successful renewals. You will build strong relationships with key stakeholders, develop tailored success plans, and advocate for customer needs, all while navigating the complexities of cybersecurity challenges. Join this dynamic team and contribute to a mission that empowers organizations to thrive in a secure environment, while enjoying a flexible work culture and a variety of employee benefits.

Benefits

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Support for Community Involvement

Flexible Work Hours

Family-Friendly Benefits

Qualifications

• Experience in customer success management or account management.
• Strong understanding of cybersecurity challenges and solutions.

Responsibilities

• Drive customer loyalty and adoption of Trellix solutions.
• Develop trusted advisor relationships with key stakeholders.
• Handle escalations and coordinate activities with Sales and Engineering.

Skills

Customer Relationship Management

Cybersecurity Knowledge

Communication Skills

Problem Solving

Education

Bachelor's Degree

Master's Degree in Business or Related Field

Tools

Salesforce

Customer Success Platforms

Job description

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Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

The Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption and implementation of Trellix Solutions, leading to successful customer renewals. The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings and support. Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal.

• You will be considered the lead customer liaison for strategic accounts driving customer renewals
• Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand customer's business strategy, technical environment and measurements for success with Quarterly Business Reviews to continue alignment and highlight ongoing progress
• Advocate for our customers with a focus on transformation, engagement, and experience
• 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 opportunities
• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers whilst demonstrating the fundamental capability of our technology, driving 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

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

Support for Community Involvement

We're serious about our commitment 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.