Job Title:Customer Success Manager
Role Overview:As a strategic and technical partner within the Customer Engagement team, the focus of this opportunity is to effectively and passionately engage with our enterprise customers in Canada, guiding them to maximize the technical value and security posture of their environments. Aligning with our 2028 Vision, you will help us become a recognized leader in delivering exceptional customer value as one team, winning together. You will directly support our mission to grow customer retention through data-driven engagement, particularly focusing on hybrid deployments and regulated industries. As a technical trusted advisor, you bridge the gap between strategic relationship management and hands-on technical guidance, ensuring our solutions are deeply integrated, adopted, and delivering continuous value leading to successful renewals.
About the role:- 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 the growth of Customer NRR.
- You will build and develop Joint Success Plans to oversee customer technical on-boarding, platform adoption, and architectural optimization to promote best practices and usage of Trellix products.
- You will act as a technical advocate for our customers with a focus on transformation, translating field use-cases into actionable feedback for our product roadmap, and utilizing Business Reviews to highlight ongoing technical progress.
- You will perform proactive monitoring and intelligence-led engagement, helping customers continuously improve their security posture and drive advanced feature adoption.
- You will identify early risks to the customer achieving their desired outcomes, working cross-functionally to build mitigation strategies that prevent churn.
- You will deliver outcome-led opportunities and promote Flex Credit consumption by demonstrating technical ROI and aligning platform capabilities with evolving customer business needs.
- You will develop and deliver technical workshops, best-practice playbooks, and knowledge-base resources to empower customer security teams.
- You will handle escalations of complex deployment or customer productivity blocking issues, and coordinate related technical activities with Sales, R&D, and CS Engineering to ensure rapid resolution.
- You will utilize AI-powered analytics and tools to monitor customer health, predict potential churn, and generate automated reports that highlight product value.
About you: - Your background includes 3-5 years of experience in a customer-facing technical or customer success role, such as Technical Account Management, Customer Success Engineering, or Systems Engineering within the Cybersecurity/SaaS industry.
- Your educational background includes a University degree or equivalent experience, and industry certifications such as CompTIA Security+, GSEC, or CISSP are highly welcomed.
- Your technical expertise includes hands-on administrative or architectural experience with enterprise security products, highly desiring specific experience with Trellix solutions.
- You have a solid understanding of cybersecurity fundamentals encompassing Network security, Endpoint protection, and Cloud security ecosystems.
- You have a proven track record of working successfully with a portfolio of enterprise clients leading to adoption, expansion, and renewals of dynamic technical products.
- You have experience utilizing CRM and Customer Success platforms (such as Salesforce, Totango, or Gainsight) to manage customer health, track engagement, and forecast renewals.
- You have a data-driven mindset with the ability to track, analyze, and present technical platform metrics to prove ROI to C-level executives.
- You have an ability to form relationships at various/multiple levels, easily switching between deep technical troubleshooting discussions 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 technical value of our products and services.
- You have a 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.
- You work very well in a faster-paced, high-growth environment and have strong project management skills to manage complex technical engagements.
- You have the ability to travel > 25% of the time.
Company Benefits and Perks:We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we 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
