Customer Success Manager

• Act as a strategic advisor for a standard portfolio of small to mid-market accounts
• Bridge Trellix security solutions and customers' business goals
• Drive product adoption, manage customer health and risk, ensure long-term retention, and maximize customer investment value
• Support onboarding, setup, recommendations, and roadmap guidance
• Translate technical features into tangible business outcomes
• Troubleshoot customer issues and engage the service desk or internal support to resolve deployment blockers
• Manage multiple accounts as an individual contributor
• Maintain clear follow-up and relationship discipline
• Take ownership of customer and business results
• Identify and qualify upselling and cross-selling opportunities, passing commercial execution to Sales/Renewals

• 4-6 years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry
• Experience working successfully with a standard portfolio of small to mid-market clients, leading to adoption, value realization, and risk reduction
• Exceptional and clear English verbal and written communication skills
• Ability to articulate technical concepts confidently to varied technical and non-technical stakeholders in the US market
• Technical aptitude with a solid understanding of cybersecurity fundamentals, including Network security, Endpoint protection, or Cloud security
• Demonstrated ability to use Totango or similar enterprise CS platforms for health analytics
• Practical experience using Google Gemini to spot churn exposure, enhance productivity, or create customer-facing content
• Proven ability to identify and qualify upselling and cross-selling opportunities
• Must be able and willing to work US East Coast (EST) hours on a permanent basis
• University degree or equivalent experience

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement
• Flexible work hours
• Family-friendly benefits
• Social programs