Principal Customer Success Manager

Job Title:Principal Customer Success ManagerRole Overview: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 customer’s 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 customer’s 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-users.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 PlansMedical, Dental and Vision CoveragePaid Time OffPaid Parental LeaveSupport for Community InvolvementWe'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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