Customer Success Manager

Overview

Act as a strategic advisor for a standard portfolio of small to mid-market accounts, bridging Trellix security solutions and customer business goals. Drive product adoption, manage customer health and risk, support long-term retention, and maximize the value of customer investments.

What you'll do

• Support customer onboarding, setup, recommendations, and roadmap guidance.
• Translate technical features into tangible business outcomes.
• Troubleshoot customer issues and engage the service desk or internal support to resolve deployment blockers.
• Manage multiple accounts with clear follow-up and relationship discipline.
• Take ownership of customer and business results.
• Identify and qualify upselling and cross-selling opportunities, passing commercial execution to Sales/Renewals.

What you'll need

• 4-6 years of customer engagement and account management experience in a Cybersecurity/SaaS solutions company and/or an enterprise software industry.
• Experience working successfully with a standard portfolio of small to mid-market clients, leading to adoption, value realization, and risk reduction.
• Exceptional and clear English verbal and written communication skills.
• Ability to articulate technical concepts confidently to varied technical and non-technical stakeholders in the US market.
• Technical aptitude with a solid understanding of cybersecurity fundamentals, including Network security, Endpoint protection, or Cloud security.
• Demonstrated ability to use Totango or similar enterprise CS platforms for health analytics.
• Practical experience using Google Gemini to spot churn exposure, enhance productivity, or create customer-facing content.
• University degree or equivalent experience.

Details

• Remote India.
• Must be able and willing to work US East Coast (EST) hours on a permanent basis.