Principal Customer Success Manager
2 weeks ago
Job Title:
Principal Customer Success Manager
Role Overview:
Principal Customer Success Manager
The Principal Success Manager is a critical role to deliver our next phase of growth in Trellix. You will
manage highly complex fortune 500 customers and are accountable for ensuring they adopt and realize
the recurring value from all Trellix products. Success in this role is increased customer satisfaction, value,
retention and expansion of the Trellix security footprint.
What You Will Do:
Own the ultimate responsibility for the customers onboarding, adoption and advocacy across a
portfolio of customers
Work with customers to build success plans, establish critical goals, and aid the customer in
achieving their objectives
Design and execute a value roadmap
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, review
executive dashboards, and program status
Cement yourself as a trusted advisor/strategic advisor with customers and drive continued value
of our products and services.
Act as the voice of the customer internally to advocate customers needs
Engage proactively with customers at every step of their journey
Continually measure and monitor Customer Health metrics and OKRs
Proactively identify issues and coordinate with internal teams to remediate issues as they are
identified. Leverage internal tools, including Gainsight, to centrally archive customer activity and
other key data points.
Identify areas for improvement in the customer experience, both in our product and processes
Drive customer initiatives and internal improvements to enhance customer experience, thinking
beyond your customer base and what improves the overall customer experience
Mentor Customer Success Managers
Mastery of all CSM core competencies
About You:
University degree or equivalent experience
10+ years relevant work experience in customer success, consulting, post-sales technical
account management and similar roles
Strong consulting and project management skills, with proven results working as a trusted
advisor to drive business value for customers
Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise
software company a plus
Excellent in business and written and verbal communication skills - able to simplify complex
topics in an approachable manner for both executive and end-u
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and 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 diversity which is why we prohibit discrimination 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.
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