Customer Success Manager ITALY

Job Title: Customer Success Manager ITALY

Role Overview

The Customer Success Manager (CSM) drives customer loyalty and adoption of Trellix Solutions. You will report to the Director of Customer Success. You will consult with customers ranging from system administrators to Chief Security Officers (CSO). You will articulate the value of Trellix solutions and services that inspire the use of our solutions, services, educational offerings, and premium support.

About the Role

• In this role you have a tremendous opportunity to apply your passion for customers, communication skills, persistence, and business acumen to directly contribute to Trellix’s growth and success.
• As the lead customer liaison for strategic accounts, you will develop a trusted advisor relationship with key stakeholders and executive sponsors to fully understand the customer’s business strategy, technical environment, and measurements for success.
• You will build and develop customer‑specific success plans to oversee onboarding, adoption, and satisfaction across the portfolio, promoting best practices and usage of Trellix products and solutions.
• Partner with Sales to help transition the account from Pre‑Sales to Customer Success and identify expansion, retention, and renewal opportunities.
• You will be an advocate for our customers with a focus on transformation and engagement to promote a successful experience with our products and services, utilizing Quarterly Business Reviews to continue alignment and highlight ongoing progress.
• Develop a comprehensive understanding of typical business and cyber security challenges faced by customers while demonstrating the fundamental capability of our technology to drive feature adoption and maximize time to value and return on investment.
• Handle escalations of deployment or customer productivity blocking issues, and coordinate related activities with Sales, R&D, and CS Engineering.
• The cross‑functional nature of this role provides a deeper understanding of all aspects of the business.
• Identify risks to the customer achieving their desired outcomes and stated business goals, working with account teams and cross‑functional groups on risk mitigation or escalation as needed.

About You

• 7+ years of customer engagement and account management experience in a SaaS solutions company and/or an enterprise software/Cybersecurity industry is desirable.
• As a trusted advisor, you are experienced in successfully working with a portfolio of large enterprise and major clients leading to adoption, expansion, and renewals of our dynamic products.
• Strong customer orientation with the ability to manage complex projects and conflicting requirements.
• Outstanding communication skills and ability to collaborate cross‑functionally.
• You have an enthusiastic and dedicated approach to connect customers with an understanding of their needs and ensuring they understand and realize the full value of our products and services.
• Ability to build and maintain highly valuable and outcome‑based relationships with a diverse customer account base.
• University degree or equivalent experience.

Company Benefits and Perks

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

Equal Employment Opportunity

We prohibit discrimination and harassment 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. Trellix is committed to creating a safe and trustworthy experience for our customers, employees, and candidates.