Senior Customer Success Manager, Public Sector

Job Title: Senior Customer Success Manager, Public Sector

About Trellix:

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions.
We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at https://www.trellix.com/.

Role Overview:

The Senior Customer Success Manager (CSM) is responsible for driving customer loyalty, adoption, and implementation of Trellix Solutions. The CSM must be comfortable consulting with customers at every level with the ability to articulate the value of Trellix solutions and services that inspires the adoption of solutions, services, educational offerings, and support. Ultimately, in addition to the prime customer success focus, this role promotes retention and loyalty leading to a successful renewal. Serves as the primary post-sale point of contact for Department of Energy customers within our Public Sector division.

This CSM position is focused on serving Federal Public Sector customers within the Department of Energy.

About 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 Trellix’s growth and success within our Public Sector division.

• As the lead customer liaison for strategic 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.

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

• 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 cybersecurity 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.

• May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products/services; accountable for client renewal and retention results.

About You:

• 5+ years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry.

• Experience managing Federal Civilian accounts in your Public Sector book of business is 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 dynamic products (transaction experience).

• Strong customer orientation with the ability to manage complex projects and conflicting requirements.

• Outstanding communication skills and ability to collaborate cross-functionally

• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services

• Ability to build and maintain highly valuable and outcome-based relationships with a diverse customer account base.

This is an individual contributor role.

This position is paid (in part) on a commission basis. The Base Pay Range is $108,000 – $156,000. The On Target Earnings (OTE) Range (base pay plus on target commission) is $135,00 – $195,000.

Actual base pay within the Base Pay Range and actual OTE within the OTE Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

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

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.