Trellix VP, Customer Success, remote in Boston, Massachusetts
VP, Customer Success, remote
Reporting to the SVP, Customer Success Group, as the Global Vice President of Customer Success, you will be a forward looking and transformative leader that shapes and drives success for our customers. You will guide, grow and motivate a global organization that is responsible for customer on-boarding, product adoption and usage optimization, advocacy, retention, and discovery of up-sell opportunities. This is a pivotal role at an exciting time as Trellix looks to revolutionize the dynamic XDR cybersecurity segment.
Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com .
About the Role:
As global leader you will motivate, grow and mentor your Customer Success teams, while developing and inspiring your direct reports.
You will own strategy setting and iterating, prioritizing objectives and deliverables, as well as establishing OKRs and KPIs.
In close partnership with our sales organization, a key focus for this role will be unifying pre- to post-sales hand-offs and driving the orchestration of Trellix success-delivery capabilities spanning Support, Learning, Success and Professional Services capabilities.
Partner with sales to influence Success Plan penetration, improve GRR/NRR and reduce churn.
Applying customer use cases, you will accelerate customer value realization by evaluating and influencing their product adoption.
Develop and deploy programs to introduce new product features and customer use cases to boost solution “stickiness” while expanding customer lifetime value.
Collaborate across the CSG organization and other business units to identify and pursue data-driven customer growth opportunities.
Represent the voice of the customer and influence internal stakeholders by always promoting a customer-centric mindset across the organization and our Partner ecosystem.
Evaluate and design the customer success organization to best leverage and scale resources in support of our revenue ambitions, including striking the right balance for the services and support programs offered to our broad range of customer segments - Large Enterprise, Public Sector, Mid-market, SMB, and Commercial
Your overall 10-15+ years of experience in a Customer Success and/or Professional Services role is essential. Customer Success/Support sales experience is also valuable if gained within the enterprise SaaS market, preferably focused on cybersecurity, IT infrastructure or application development solutions.
Having 8+ years of global leadership experience building and managing Customer Success and/or Professional Services teams of 150 or more, with an emphasis on engaging global and local stakeholders Is required.
Your people leadership background and style should enable you to inspire and engage your organization to drive results with a sense of urgency within a collaborative, trusting and open team environment where everyone can operate as their true, authentic selves. Your record of developing and mentoring your direct reports while cascading a focus on people development will wonderfully enable your success.
Your history and ability to engage with and influence the most senior decision makers across the company and our customer and vendor ecosystems will add to your success in this role.
Your experiences as an out-of-box thinker and change agent who operates successfully in a high-growth, rapid-pace environment will contribute to your accomplishments.
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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