Customer Success Manager (Public Sector)

About this role

Job Title:
Customer Success Manager (Public Sector)About Trellix
Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era. Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments. Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape. Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks. At Trellix, we empower professionals at all career stages to expand their technical expertise, lead strategic initiatives, and make a tangible global impact. Whether you are an industry pioneer or an emerging specialist, Trellix provides the tools and opportunities to enhance and expand your skill set. Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future. More at .
Role Overview:
In this role you have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Trellix’s growth and success.

As the lead customer liaison for Tier 2 accounts, you will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand the customer's business strategy, technical environment, and measurements for success.

Understand the customer’s challenges and security goals and map Trellix product features or services to drive value realization in their investment.
You will build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions.
Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion and opportunities.

You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services and utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress.

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.

The cross-functional nature of this role provides a deeper understanding of all aspects of the business.

Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross-functional groups on risk mitigation or escalate as needed.

Utilize AI-powered analytics and tools to monitor customer health, predict potential churn, and generate automated reports that highlight product value.

Location: Remote USAbout the Role:

• In this role you have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to the Trellix’s growth and success.

• As the lead customer liaison for Tier 2 accounts, you will develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand the customer's business strategy, technical environment, and measurements for success.

• Understand the customer’s challenges and security goals and map Trellix product features or services to drive value realization in their investment.

• You will build and develop customer specific success plans to oversee customer on-boarding, adoption, and satisfaction across the portfolio to promote best practices and usage of Trellix products and solutions.

• Partner with Sales to help transition the account from Pre-Sales to Customer Success and identify expansion and opportunities.

• You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services and utilize Quarterly Business Reviews to continue alignment and highlight ongoing progress.

• 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.

• The cross-functional nature of this role provides a deeper understanding of all aspects of the business.

About You:

• 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…