Job description
Job Title:
Senior Director, Customer Success
Role Overview:
Reporting to the Global Vice President of Customer Success Management, you will be a forward looking and transformative leader responsible for leading a team of Customer Success Managers responsible for customer on-boarding, product adoption and usage optimization, advocacy, retention, and discovery of up-sell opportunities. This person will help to design and execute on our customer relationship strategy that is focused on driving high retention across a highly diverse and large percentage of Fortune 500 brands. This is a key role at an exciting time as Trellix looks to revolutionize the dynamic XDR cybersecurity segment.
About The Role :
You will optimize the customer journey with the goal of driving increased value realization and decreased time-to-value from Trellix solutions
Successfully define and oversee the customer journey process and touch points of high growth customers
Develop repeatable and scalable methodology for CSMs to deeply understand our customers' objectives and provide consultative strategic engagement
You will predictably manage recurring revenue and proactively deliver on-time renewal rates
Own key metrics for your team including renewal forecast, activity management, upsells, adoption, and churn
You will effectively recruit, coach, motivate and direct a high performing team
Build and support a high-energy, customer-focused culture
Personally manage escalations and negotiations alongside your direct reports
Expand our revenue in accounts through supporting cross-sell and upsell efforts
Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these accounts Drive high data stewardship across key systems and tools to aid in scale and projected growth
About You:
You have proven experience leading a Customer Success organization for a rapidly growing SaaS company
As an experienced leader, you thoroughly understand the customer buying process and leverage sales methodology to exceed retention targets with accurate pipeline management and forecasting experience
A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues
Strong analytic and strategic thinking – able to take complex customer concerns and orchestrate resources and strategies to address them
A tenured leader, with a minimum of 8-10 years' experience managing a high performing team (professional services, sales, CSM, or account management).
Be able to travel up to 20% of the time to customer meetings or remote offices
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.
- Pension and 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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