Senior Manager, Strategic Customer Success
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Job Description
TrendAI, Trend Micro’s AI security business, managing Technical Advisors driving Vision One adoption, value realization, retention, and expansion. Leading customer-facing technical teams and executive engagements across strategic enterprise accounts.
Responsibilities:
- 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
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