Associate Customer Success Manager

Trellix is a global company redefining the future of cybersecurity. The Associate Customer Success Manager will work with Tier 2 accounts to drive product adoption, ensure long-term retention, maximize customer value, and coordinate across Sales, R&D, and Engineering to resolve escalations and support customer success plans.

Responsibilities:

• Relationship Management: Build deep, trusted partnerships with key stakeholders and executive sponsors to align Trellix solutions with their business strategy
• Strategic Advocacy: Serve as the "voice of the customer," managing Quarterly Business Reviews (QBRs) and mapping product features to specific security challenges
• Cross-Functional Collaboration: Partner with Sales for seamless account transitions and work with R&D and Engineering to resolve technical escalations or deployment blockers
• Retention & Growth: Monitor account health, mitigate churn risks, and identify opportunities for account expansion.Strategic Alignment: Map Trellix solutions directly to the customer’s high-level business goals and security initiatives
• Collaborative Roadmap: Build and execute mutual success plans that act as a blueprint for partnership and achievement
• Value Realization: Ensure every product feature adopted serves as a milestone toward the customer’s stated objectives
• Proactive Partnership: Use data and relationship insights to stay ahead of challenges, ensuring the partnership evolves as the customer’s business grows
• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers while demonstrating the fundamental capability of our technology to drive 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

Requirements:

• 3+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry a plus
• Ability to travel > 25% of the time
• Experience working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of our dynamic products
• Strong customer orientation with the ability to manage complex projects and conflicting requirements
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical stakeholders
• Ability to switch between communicating with a Security Analyst and presenting "the big picture" to a CISO or IT Director
• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensure they understand and realize the full value of our products and services
• Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base
• Solid understanding of cybersecurity fundamentals (Network security, Endpoint protection, or Cloud security)
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Midjourney, or proprietary AI analytics) to enhance productivity, analyze data, or create customer-facing content
• University degree or equivalent experience
• CompTIA Security+, GSEC, or similar certifications are a plus
• Industry Cyber Security certifications a plus (i.e., CISSP, Security+, CISM)
• Customer Success certifications a plus