Job Title:
Senior Manager, Customer Success

Role Overview:
The Senior Manager, Customer Success - U.S. Public Sector is a key leadership role within Trellix's Customer Engagement Team (CET) responsible for directing a high-performing team of Customer Success Managers (CSMs) dedicated to our U.S. Public Sector customer base. Reporting directly to the Senior Director of Customer Success & Professional Services, you will oversee the strategic execution, operational rigor, and lifecycle management for accounts across Federal Civilian (FedCiv), Department of War (DoW), Intelligence Community (IC), and State, Local & Higher Education (SLED/GHE) segments.

In this role, you will bridge strategic leadership with frontline execution. You will coach and empower a team of 8 CSMs, partner closely with Public Sector Sales, Professional Services, Technical Support, Channel Management, and various executive leadership team members to build relationships with key mission stakeholders. Your primary objective is driving gross retention rate (GRR), net retention rate (NRR), platform adoption, and customer value realization across critical government missions.

Key Responsibilities
1. People Leadership & Team Development

• Lead, mentor, and coach a team of 8 Public Sector CSMs, fostering a culture of accountability, customer advocacy, and operational excellence.
• Establish clear individual performance goals, KPIs, and developmental plans aligned with team and organizational objectives.
• Guide CSMs through complex account strategies, stakeholder mapping, executive business reviews (EBRs), and risk mitigation plans.
• Manage resource allocation, patch distribution (~30-40 accounts per CSM), and operational priorities across FedCiv, DoD, and SLED portfolios.
• Assist with defining and implementing our approach of A Seamless Customer Experience.

2. Risk Management, Retention, Growth & Value Realization

• Own overall portfolio retention and expansion goals, directly impacting Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Proactively identify and manage account risk.
• Drive deep utilization and adoption of core security solutions across Endpoint, Network/NDR, Data Security/DLP, and SecOps/Helix architectures.
• Ensure mandatory Success Plans are developed, updated in Totango/CRM, and executed for all key Public Sector accounts.
• Partner closely with Sales Account Executives and Renewal Managers to identify expansion opportunities and mitigate early renewal risks.

3. Operational Rigor & Portfolio Health

• Drive operational cadence and CRM/Totango hygiene, ensuring accurate customer health tracking, touchpoint logging, and risk flagging.
• Develop structured "Go-To-Green" (GTG) recovery plans for high-risk accounts and lead executive escalations to resolution.
• Establish repeatable standards for onboarding, health monitoring, and portfolio reviews.

4. Cross-Functional Synergy & Public Sector Governance

• Partner with Professional Services Engagement Managers and Consultants to align project delivery with long-term adoption goals.
• Collaborate with Technical Support, Designated Support Engineers (DSEs), and Thrive Support Advocates (TSAs) to streamline issue escalation and systemic risk reduction.
• Coordinate with Field CTOs, Solutions Engineers, and Product Management to bring customer requirements and feedback directly into product roadmaps.
• Maintain deep alignment with U.S. Public Sector procurement cycles, FAR requirements, funding timelines, and agency security mandates.

Key Performance Indicators (KPIs)

• Gross Retention Rate (GRR): Achieve or exceed target GRR metrics across the assigned Public Sector portfolio.
• Net Retention Rate (NRR): Partner with Sales to drive adoption and expansion pathways impacting NRR.
• Product Adoption & Health: Drive feature adoption and measurable health score improvements in Totango.
• Success Plan Execution: Maintain 100% compliance for active, measurable Success Plans on Tier 1 and Tier 2 accounts.
• Team Operational Hygiene: Ensure timely cadence touchpoints, meeting logs, and risk escalations across all 8 CSM patches.

Required Experience & Qualifications

Education & Experience

• Education: Bachelor's degree in Business, Cybersecurity, Information Technology, or a related field (or equivalent practical experience).
• Professional Experience: 8+ years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity.
• Leadership Experience: 3+ years of direct people management experience leading customer-facing teams in high-growth environments.
• Domain Focus: Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government).

Technical & Functional Competencies

• Proven knowledge of cybersecurity domains (Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps).
• Demonstrated capability in customer success operations platforms (e.g., Totango, Gainsight, Salesforce).
• Strong understanding of government contracting, agency budget cycles, and public sector risk governance.
• Industry certifications (e.g., PMP, Security+, CISSP, or Certified Customer Success Manager) are a strong plus.

Leadership Competencies

• Executive Presence: Ability to engage confidently with CISOs, CDIOs, Agency Directors, and executive leaders.
• Strategic Coaching: Passionate about developing people, building cohesive teams, and championing a high-performance culture.
• Cross-Functional Orchestration: Skilled at breaking down internal silos across Sales, Engineering, Support, and Services to deliver unified customer outcomes.
• Analytical Problem-Solving: Ability to synthesize portfolio metrics, diagnose adoption blockers, and implement tactical mitigation strategies.

Security Clearance & Compliance

• Must be a U.S. Citizen.
• Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred.

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