Senior Manager, Strategic Customer Success

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Trend Micro Europe

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔒 Cybersecurity

Cybersecurity

Trend Micro Europe is a leading cybersecurity company that focuses on making the world safe for exchanging digital information. With over 30 years of security expertise, Trend Micro provides a range of solutions including cloud security, antivirus software, endpoint protection, and network defense. Their XGen™ security strategy combines various threat-defense techniques and optimizes protection for different environments, enabling resilience for businesses, governments, and consumers. Trend Micro employs over 6,800 people across 65 countries and is known for its advanced global threat research and intelligence.

📋 Description

• Lead the technical advisory function driving adoption, value realization, and retention across the Vision One customer base • Set the vision and playbook for Technical Advisors driving measurable customer outcomes • Partner with Enterprise Account Managers and Solutions Engineers in the field • Own the deployment model, assignment, integration, accountability, coverage, and prioritization of Technical Advisors • Define engagement cadences, role boundaries, escalation paths, and squad-level coordination with sales leadership • Build, hire, develop, coach, and hold accountable a high-performing Technical Advisor team • Define and evolve the strategy for driving adoption across the Vision One platform • Use portfolio-level usage and consumption data to prioritize team investments • Lead the 'Activate, Adopt, Integrate, Realize Value' journey and refine the playbook • Identify systemic adoption gaps and turn them into targeted team initiatives • Serve as senior technical escalation point for complex, high-risk, or high-value accounts • Lead adoption and value conversations with customer executives • Represent portfolio health and trajectory in internal business reviews • Partner cross-functionally to remove structural blockers to adoption • Serve as a voice of the customer to Product and Engineering leadership • Influence roadmap and prioritization using field-level adoption data and business impact • Own reporting on adoption, consumption, retention, and expansion • Build and standardize playbooks, documentation, and best practices • Drive renewal and retention through consistent, provable value delivery

🎯 Requirements

• 7+ years of technical experience in Customer Success, Technical Account Management, post-sales engineering, or cybersecurity consulting • 3+ years directly managing or leading a customer-facing technical team • Strong foundational knowledge in security operations, endpoint and cloud security, identity, networking, or related cybersecurity domains • Track record of building or scaling adoption methodologies, playbooks, or team processes • Hands-on experience with SaaS security tools or cybersecurity platforms • Ability to coach others through complex technical and operational challenges • Excellent communication and executive presence with technical and business stakeholders • Industry certifications such as Security+, CISSP, AWS, Azure, or Kubernetes are a plus • Must be authorized to work in the U.S. without employment-based visa sponsorship, both currently and moving forward

🏖️ Benefits

• Comprehensive health benefits and paid time off package • Pre-partum, maternity, parental, medical leave and adoption assistance • Mental Health Wellness Program & Annual Wellness Incentive • 401(k) with company match • Pet Insurance • Collaborative and innovative culture • Professional, respectful, and inclusive work environment • Equal employment opportunity for all applicants and employees