For over 30 years, Trend Micro's unwavering vision has been to make the world safe for exchanging digital information. Security is our entire focus, and it shows. This single-minded passion has inspired our innovations that keep up with the bad guys despite a changing IT landscape, riskier user behavior, and constantly evolving threats.We embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. At Trend Micro, we're always looking for top talent and you will work with the best. With us, you have the opportunity to thrive in an industry that is dominating the news worldwide.

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The Customer Success Manager (CSM) at Trend Micro is responsible for driving business and security outcomes, managing credit consumption, and ensuring renewal and expansion readiness for a portfolio of enterprise customers. The CSM acts as a security advisor and post-sales orchestrator, coordinating various internal and partner teams. Key responsibilities include developing Security Account Success Plans, tracking consumption, driving activation and adoption of security solutions like XDR and cloud security, leading executive value reviews, managing risk, and acting as a central point of coordination post-sales.

Major Account Manager, Govt. South

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Role Summary</h2>The Customer Success Manager (CSM) owns business & security outcomes, credit consumption health, and renewal and expansion readiness for a portfolio of enterprise customers. CSM acts as the customer’s security advisor and post-sales orchestrator, coordinating across Sales, CSTA, CSA, CSE, Support, Professional Services, and Partners. The role is accountable for turning purchased credits into measurable security outcomes through a clear Security Account Success Plan (ASP), defined burn curve, and consistent executive engagement cadence.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Key Responsibilities</h2>Own the Security Account Success Plan (ASP) and Burn Curve<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Co-create a 90-day and 12-month Success Plan with customer executive sponsors, aligned to business objectives, security goals, prioritized workloads, and a monthly credit burn plan</li><li class="leading-relaxed">Track planned vs. actual consumption and outcomes; trigger corrective plays when variance exceeds defined thresholds</li></ul>Drive Activation, Adoption, and Expansion<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Perform Security gap analysis and technology fingerprinting of the customer’s environment and security stack</li><li class="leading-relaxed">Ensure rapid Time-to-First-Credit or Value (TTFC/V) and delivery of a meaningful first security win</li><li class="leading-relaxed">Orchestrate workload rollouts (e.g., XDR, identity, email, cloud security) in partnership with CSTA, CSA, CSE, Professional Services, and partners</li><li class="leading-relaxed">Identify and execute expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized value</li></ul>Run Executive Cadence and Value Reviews<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead monthly value reviews, QBRs, and EBRs, linking telemetry, usage, and risk scoring to measurable risk reduction and business impact</li><li class="leading-relaxed">Conduct maturity model discussions using recognized industry security frameworks (MITRE, NIST) to assess current posture and define future-state uplift</li><li class="leading-relaxed">Orchestrate security workshops (e.g., threat hunting, CTFs, tabletop exercises) in collaboration with technical & security teams</li><li class="leading-relaxed">Prepare concise executive-ready narratives, PR/FAQ-style briefs, and C-level decks</li></ul>Manage Risk, Renewal, and Advocacy<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Maintain renewal health (Green / Amber / Red) with clear actions, owners, and timelines</li><li class="leading-relaxed">Proactively run risk mitigation and build Get-well Plans for at-risk accounts</li><li class="leading-relaxed">Contribute to and leverage telemetry-driven risk intelligence and predictive health scoring models</li><li class="leading-relaxed">Convert successful customers into references, case studies, technical whitepapers</li></ul>Act as the Single Post-Sales Point of Coordination<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Ensure “one plan, one intake” across Customer Success, Support, Professional Services, and partners</li><li class="leading-relaxed">Provide Product, Engineering, and Leadership with evidence-based insights on systemic adoption challenges and product gaps</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Key Metrics</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Gross Revenue Retention (GRR)</li><li class="leading-relaxed">Net Revenue Retention (NRR)</li><li class="leading-relaxed">Platform and module attach</li><li class="leading-relaxed">Security Value Realisation for customers</li><li class="leading-relaxed">Number/Size of Customer Success Qualified Leads (CSQLs)</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Desired Skills</h2>Hard Skills<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Strong understanding of B2B SaaS and platform business models, preferably in cybersecurity, cloud, or infrastructure</li><li class="leading-relaxed">Ability to translate telemetry and usage data (credits, burn vs. plan, risk and health scores) into clear, actionable insights</li><li class="leading-relaxed">Proven capability in building and managing Success Plans, burn curves, and adoption roadmaps</li><li class="leading-relaxed">Working knowledge of enterprise security domains (SOC operations, SIEM/XDR, exposure and risk management, identity, cloud, email security) sufficient to be credible with security leaders</li><li class="leading-relaxed">Hands-on experience with CS and GTM tooling (e.g., Gainsight, Planhat, Salesforce/Dynamics, analytics or BI dashboards)</li><li class="leading-relaxed">Strong written communication skills (executive briefs, QBR decks, 6-pagers, decision memos)</li></ul>Soft Skills<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Executive presence and confidence engaging with CISOs, security leadership, IT, and business sponsors</li><li class="leading-relaxed">Consultative, outcome-driven mindset - focuses on ‘why’ before ‘what’</li><li class="leading-relaxed">High ownership and bias for action; comfortable prioritizing where human effort delivers the most value</li><li class="leading-relaxed">Structured communicator who simplifies complex issues into clear options and recommendations</li><li class="leading-relaxed">Strong collaborator able to orchestrate cross-functional teams and partners without direct authority</li><li class="leading-relaxed">Calm, transparent, and resilient during escalations and high-pressure situations</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Experience and Background</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Typically 7+ years in Customer Success, consulting, technical account management, or program leadership at an enterprise technology vendor or consultancy</li><li class="leading-relaxed">Proven track record managing enterprise accounts with measurable impact on retention, expansion, and customer outcomes</li><li class="leading-relaxed">Experience running QBRs/EBRs and executive-level discussions that connect technology to risk and business value</li><li class="leading-relaxed">Background in cybersecurity, cloud, or adjacent infrastructure strongly preferred</li><li class="leading-relaxed">Experience working with partners or MSPs is a plus</li><li class="leading-relaxed">Certifications such as CISSP, CISM, or CRISC preferred, or equivalent demonstrated experience in enterprise security advisory roles</li></ul>Trend Micro strive to build an environment of equity and inclusion, which reflects diverse points of view. We welcome, value, promote, and celebrate diversity - the very experiences and attributes that make us who we are, including but not limited to race, ethnicity, nationality, gender, gender identification, sexual orientation, level of ability, age, religion, veteran status, socio-economic status, and political philosophy.#LI-NA1#LI-HybridWe embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.

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