Customer Success Manager

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.comRole SummaryThe Customer Success Manager (CSM) owns business & security outcomes, credit consumption health, and renewal and expansion readiness for a portfolio of enterprise customers. CSM acts as the customer’s security advisor and post-sales orchestrator, coordinating across Sales, CSTA, CSA, CSE, Support, Professional Services, and Partners. The role is accountable for turning purchased credits into measurable security outcomes through a clear Security Account Success Plan (ASP), defined burn curve, and consistent executive engagement cadence.Key ResponsibilitiesOwn the Security Account Success Plan (ASP) and Burn CurveCo-create a 90-day and 12-month Success Plan with customer executive sponsors, aligned to business objectives, security goals, prioritized workloads, and a monthly credit burn planTrack planned vs. actual consumption and outcomes; trigger corrective plays when variance exceeds defined thresholdsDrive Activation, Adoption, and ExpansionPerform Security gap analysis and technology fingerprinting of the customer’s environment and security stackEnsure rapid Time-to-First-Credit or Value (TTFC/V) and delivery of a meaningful first security winOrchestrate workload rollouts (e.g., XDR, identity, email, cloud security) in partnership with CSTA, CSA, CSE, Professional Services, and partnersIdentify and execute expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized valueRun Executive Cadence and Value ReviewsLead monthly value reviews, QBRs, and EBRs, linking telemetry, usage, and risk scoring to measurable risk reduction and business impactConduct maturity model discussions using recognized industry security frameworks (MITRE, NIST) to assess current posture and define future-state upliftOrchestrate security workshops (e.g., threat hunting, CTFs, tabletop exercises) in collaboration with technical & security teamsPrepare concise executive-ready narratives, PR/FAQ-style briefs, and C-level decksManage Risk, Renewal, and AdvocacyMaintain renewal health (Green / Amber / Red) with clear actions, owners, and timelinesProactively run risk mitigation and build Get-well Plans for at-risk accountsContribute to and leverage telemetry-driven risk intelligence and predictive health scoring modelsConvert successful customers into references, case studies, technical whitepapersAct as the Single Post-Sales Point of CoordinationEnsure “one plan, one intake” across Customer Success, Support, Professional Services, and partnersProvide Product, Engineering, and Leadership with evidence-based insights on systemic adoption challenges and product gapsKey MetricsGross Revenue Retention (GRR)Net Revenue Retention (NRR)Platform and module attachSecurity Value Realisation for customersNumber/Size of Customer Success Qualified Leads (CSQLs)Desired SkillsHard SkillsStrong understanding of B2B SaaS and platform business models, preferably in cybersecurity, cloud, or infrastructureAbility to translate telemetry and usage data (credits, burn vs. plan, risk and health scores) into clear, actionable insightsProven capability in building and managing Success Plans, burn curves, and adoption roadmapsWorking knowledge of enterprise security domains (SOC operations, SIEM/XDR, exposure and risk management, identity, cloud, email security) sufficient to be credible with security leadersHands-on experience with CS and GTM tooling (e.g., Gainsight, Planhat, Salesforce/Dynamics, analytics or BI dashboards)Strong written communication skills (executive briefs, QBR decks, 6-pagers, decision memos)Soft SkillsExecutive presence and confidence engaging with CISOs, security leadership, IT, and business sponsorsConsultative, outcome-driven mindset - focuses on ‘why’ before ‘what’High ownership and bias for action; comfortable prioritizing where human effort delivers the most valueStructured communicator who simplifies complex issues into clear options and recommendationsStrong collaborator able to orchestrate cross-functional teams and partners without direct author