Customer Success Manager

📋 Description

• • As a Customer Success Manager at Trellix, you will serve as a strategic and technical partner within the Customer Engagement team, focusing on enterprise customers in Canada to maximize the technical value and security posture of their environments through hybrid deployments and regulated industries.
• • You will proactively manage the customer lifecycle, acting as the primary technical and strategic point of contact to ensure high retention rates, successful renewals, and growth of Customer NRR by building Joint Success Plans, conducting technical onboarding, and driving platform adoption.
• • You will act as a technical advocate for customers, translating field use-cases into product feedback, delivering outcome-led opportunities, and utilizing AI-powered analytics to monitor customer health, predict churn, and generate reports that demonstrate technical ROI to C-level executives.
• • You will collaborate cross-functionally with Sales, R&D, and CS Engineering to resolve complex technical escalations, develop technical workshops and best-practice playbooks, and ensure rapid resolution of productivity-blocking issues while supporting customer transformation and long-term value realization.
• • You will work in a fast-paced, high-growth environment, requiring strong project management skills, the ability to travel over 25% of the time, and fluency in engaging with stakeholders from technical analysts to CISOs and IT Directors.
• • Trellix is a global cybersecurity leader redefining the future of security through its open, native platform powered by AI, automation, and analytics, serving over 50,000 business and government customers with a mission to deliver exceptional customer value as one team.
• • You will contribute to Trellix’s 2028 Vision by helping the company become a recognized leader in customer value delivery, supporting mission-critical goals around retention, expansion, and customer success through data-driven engagement and technical advocacy.
• • You will develop expertise in enterprise security architectures, including network, endpoint, and cloud security, while gaining hands-on experience with Trellix solutions and industry-recognized certifications such as CompTIA Security+, GSEC, or CISSP.
• • You will enhance your ability to use AI tools for productivity, data analysis, and customer-facing content creation, while strengthening your skills in CRM platforms like Salesforce, Totango, or Gainsight to manage customer health and forecast renewals.
• • You will grow your career in a dynamic, inclusive workplace that values authentic self-expression, offers flexible work arrangements, and supports community involvement, all within a culture committed to safety, trust, and ethical recruiting practices.