Offer summary

Qualifications:

Experience in customer success or account management roles, preferably in the technology or cybersecurity sector., Strong understanding of customer relationship management and retention strategies., Excellent communication and interpersonal skills to build partnerships and ensure customer satisfaction., Ability to analyze customer needs and identify upsell/cross-sell opportunities..

Key responsabilities:

Manage renewal conversations and forecast total contract value (TCV) and annual contract value (ACE) weekly.

Engage with customers monthly to discuss product use, features, and adoption strategies.

Conduct onsite visits and run health plays to ensure product adoption and customer loyalty.

Monitor account risks and take proactive actions to ensure long-term success and retention.

Job description

Job Title:

Sr. Customer Success Manager

About Trellix:

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:

Health and Retention focused role to ensure customers get the most value from their Trellix solutions. building strong partnerships, ensuring satisfaction, delivering proactive health motions and ultimately driving retention and growth.

Renewal & Forecast Motions:
- Manage renewal conversations with AM aligned to the territory.

- Forecast TCV and ACE weekly. Manage MEDDPICC requirements as needed.

- Identify upsell/cross sell opportunities based on customer needs.

Health & Adoption Motions:
- Alignment to customer security strategy and goals.

- Monthly engagement covering product use, product features, deployment, and adoption (value).

- Onsite visits.

- Run consistent health plays to ensure health and adoption of products.

- Work to build strong partnership and customer loyalty.

- Monitor and take actions on any risk to the account, including anything that could jeopardize a long-term success adoption or upcoming renewal.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and 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 our commitment to diversity which is why we prohibit discrimination 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.

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