Senior Manager, Customer Success

Trellix; San Juan (PR); Remote; USD 140,000 - 170,000; Full time

Benefits offered by this job

Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement

Job summary

Trellix is recruiting a Senior Manager, Customer Success to lead a high-performance team serving the U.S. Public Sector. The role centers on driving gross retention, net retention, platform adoption, and value realization for Federal Civilian, DoD, IC, and SLED/GHE accounts.

You will coach 8 CSMs and partner with Public Sector Sales, Professional Services, Technical Support, Channel, and leadership to deliver a seamless customer experience for mission-critical government programs.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 8+ years in Customer Success, Account Management, or Technical Consulting in enterprise SaaS or cybersecurity.
• 3+ years of direct people management in high-growth environments.
• Deep expertise in U.S. Public Sector (FedCiv/DoD/IC/SLED).

Responsibilities

• Lead and coach a team of 8 Public Sector CSMs and drive accountability.
• Own portfolio retention and expansion targets (GRR/NRR).
• Ensure health tracking, risk flagging, and execution of Success Plans.
• Collaborate with Sales, Professional Services, Support, and Product to align roadmaps.
• Maintain governance with procurement cycles, FAR, and funding timelines.

Skills

Executive presence

Strategic coaching

Cross-functional leadership

Public sector domain knowledge

Education

Bachelor’s degree in Business, Cybersecurity, IT, or related field

Tools

Totango

Gainsight

Salesforce

Job description

Remote United States

Full time

JR0037923

Job Title:

Senior Manager, Customer Success

About Trellix

Trellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com .

Role Overview:

The Senior Manager, Customer Success - U.S. Public Sector is a key leadership role within Trellix’s Customer Engagement Team (CET) responsible for directing a high-performing team of Customer Success Managers (CSMs) dedicated to our U.S. Public Sector customer base. Reporting directly to the Senior Director of Customer Success & Professional Services, you will oversee the strategic execution, operational rigor, and lifecycle management for accounts across Federal Civilian (FedCiv), Department of War (DoW), Intelligence Community (IC), and State, Local & Higher Education (SLED/GHE) segments.

In this role, you will bridge strategic leadership with frontline execution. You will coach and empower a team of 8 CSMs, partner closely with Public Sector Sales, Professional Services, Technical Support, Channel Management, and various executive leadership team members to build relationships with key mission stakeholders. Your primary objective is driving gross retention rate (GRR), net retention rate (NRR), platform adoption, and customer value realization across critical government missions.

Key Responsibilities

1. People Leadership & Team Development

• Lead, mentor, and coach a team of 8 Public Sector CSMs, fostering a culture of accountability, customer advocacy, and operational excellence.
• Establish clear individual performance goals, KPIs, and developmental plans aligned with team and organizational objectives.
• Guide CSMs through complex account strategies, stakeholder mapping, executive business reviews (EBRs), and risk mitigation plans.
• Manage resource allocation, patch distribution (~30-40 accounts per CSM), and operational priorities across FedCiv, DoD, and SLED portfolios.
• Assist with defining and implementing our approach of A Seamless Customer Experience.

2. Risk Management, Retention, Growth & Value Realization

• Own overall portfolio retention and expansion goals, directly impacting Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Proactively identify and manage account risk.
• Drive deep utilization and adoption of core security solutions across Endpoint, Network/NDR, Data Security/DLP, and SecOps/Helix architectures.
• Ensure mandatory Success Plans are developed, updated in Totango/CRM, and executed for all key Public Sector accounts.
• Partner closely with Sales Account Executives and Renewal Managers to identify expansion opportunities and mitigate early renewal risks.

3. Operational Rigor & Portfolio Health

• Drive operational cadence and CRM/Totango hygiene, ensuring accurate customer health tracking, touchpoint logging, and risk flagging.
• Develop structured "Go-To-Green" (GTG) recovery plans for high-risk accounts and lead executive escalations to resolution.
• Establish repeatable standards for onboarding, health monitoring, and portfolio reviews.

4. Cross-Functional Synergy & Public Sector Governance

• Partner with Professional Services Engagement Managers and Consultants to align project delivery with long-term adoption goals.
• Collaborate with Technical Support, Designated Support Engineers (DSEs), and Thrive Support Advocates (TSAs) to streamline issue escalation and systemic risk reduction.
• Coordinate with Field CTOs, Solutions Engineers, and Product Management to bring customer requirements and feedback directly into product roadmaps.
• Maintain deep alignment with U.S. Public Sector procurement cycles, FAR requirements, funding timelines, and agency security mandates.

Key Performance Indicators (KPIs)

• Gross Retention Rate (GRR): Achieve or exceed target GRR metrics across the assigned Public Sector portfolio.
• Net Retention Rate (NRR): Partner with Sales to drive adoption and expansion pathways impacting NRR.
• Product Adoption & Health: Drive feature adoption and measurable health score improvements in Totango.
• Success Plan Execution: Maintain 100% compliance for active, measurable Success Plans on Tier 1 and Tier 2 accounts.
• Team Operational Hygiene: Ensure timely cadence touchpoints, meeting logs, and risk escalations across all 8 CSM patches.

Required Experience & Qualifications

Education & Experience

• Education: Bachelor’s degree in Business, Cybersecurity, Information Technology, or a related field (or equivalent practical experience).
• Professional Experience: 8+ years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity.
• Leadership Experience: 3+ years of direct people management experience leading customer-facing teams in high-growth environments.
• Domain Focus: Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government).

Technical & Functional Competencies

• Proven knowledge of cybersecurity domains (Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps).
• Demonstrated capability in customer success operations platforms (e.g., Totango, Gainsight, Salesforce).
• Strong understanding of government contracting, agency budget cycles, and public sector risk governance.
• Industry certifications (e.g., PMP, Security+, CISSP, or Certified Customer Success Manager) are a strong plus.

Leadership Competencies

• Executive Presence: Ability to engage confidently with CISOs, CDIOs, Agency Directors, and executive leaders.
• Strategic Coaching: Passionate about developing people, building cohesive teams, and championing a high-performance culture.
• Cross-Functional Orchestration: Skilled at breaking down internal silos across Sales, Engineering, Support, and Services to deliver unified customer outcomes.
• Analytical Problem-Solving: Ability to synthesize portfolio metrics, diagnose adoption blockers, and implement tactical mitigation strategies.

Security Clearance & Compliance

• Must be a U.S. Citizen.
• Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred.

Company Benefits and Perks:

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• 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.