Senior Manager, Customer Success

🕒 September 14

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Trellix

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

🤖 Artificial Intelligence

🏢 Enterprise

💰 $35M Venture Round on 2000-04

Cybersecurity • Artificial Intelligence • Enterprise

Trellix is a leading cybersecurity company that provides a comprehensive AI-powered security platform. It offers a wide range of products and services including endpoint security, data security, network security, threat intelligence, email security, and cloud security. With advanced threat detection and response capabilities, Trellix empowers security operations centers worldwide to efficiently manage and respond to cyber threats. The company is recognized by key industry analysts as a leader in extended detection and response (XDR) and network detection and response (NDR). Trellix also offers professional services, cybersecurity education, and manages detection and response (MDR) services, ensuring clients are well-protected and informed about the latest cybersecurity threats.

📋 Description

• Lead, mentor, and coach a team of 8 Public Sector Customer Success Managers • Establish performance goals, KPIs, and developmental plans • Guide complex account strategies, stakeholder mapping, executive business reviews, and risk mitigation plans • Manage resource allocation, patch distribution, and operational priorities across public sector portfolios • Own portfolio retention and expansion goals impacting GRR and NRR • Identify and manage account risk • Drive utilization and adoption of Endpoint, Network/NDR, Data Security/DLP, and SecOps/Helix solutions • Ensure Success Plans are developed, maintained in Totango/CRM, and executed • Partner with Sales Account Executives and Renewal Managers on expansion opportunities and renewal risks • Drive CRM/Totango operational cadence, customer health tracking, touchpoint logging, and risk flagging • Develop Go-To-Green recovery plans and lead executive escalations • Establish standards for onboarding, health monitoring, and portfolio reviews • Coordinate with Professional Services, Technical Support, DSEs, TSAs, Field CTOs, Solutions Engineers, and Product Management • Align customer requirements and feedback with product roadmaps • Maintain alignment with U.S. Public Sector procurement cycles, FAR requirements, funding timelines, and agency security mandates • Drive GRR, NRR, product adoption, health score improvements, Success Plan compliance, and team operational hygiene

🎯 Requirements

• Bachelor’s degree in Business, Cybersecurity, Information Technology, or a related field (or equivalent practical experience) • 8+ years of progressive experience in Customer Success, Account Management, or Technical Consulting within enterprise SaaS or Cybersecurity • 3+ years of direct people management experience leading customer-facing teams in high-growth environments • Deep expertise in the U.S. Public Sector market (Federal Civilian, DoD, IC, or State & Local Government) • Proven knowledge of cybersecurity domains including Endpoint Protection, Extended Detection & Response, Network Security/NDR, DLP, SIEM, or SecOps • Demonstrated capability in customer success operations platforms such as Totango, Gainsight, or Salesforce • Strong understanding of government contracting, agency budget cycles, and public sector risk governance • Must be a U.S. Citizen • Active Secret or Top Secret/SCI security clearance (or eligibility to obtain) preferred • Industry certifications such as PMP, Security+, CISSP, or Certified Customer Success Manager are a strong plus • Ability to engage confidently with CISOs, CDIOs, Agency Directors, and executive leaders • Ability to synthesize portfolio metrics, diagnose adoption blockers, and implement tactical mitigation strategies

🏖️ Benefits

• Retirement Plans • Medical, Dental and Vision Coverage • Paid Time Off • Paid Parental Leave • Support for Community Involvement • Flexible work hours • Family-friendly benefits