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 Exposure Management, XDR, Cloud, AI Security, the platform delivers a powerful range of advanced threat defence 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. www.TrendMicro.com

Role Summary

The 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 Responsibilities

Own the Security Account Success Plan (ASP) and Burn Curve

• Co-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 plan
• Track planned vs. actual consumption and outcomes; trigger corrective plays when variance exceeds defined thresholds

Drive Activation, Adoption, and Expansion

• Perform Security gap analysis and technology fingerprinting of the customer’s environment and security stack
• Ensure rapid Time-to-First-Credit or Value (TTFC/V) and delivery of a meaningful first security win
• Orchestrate workload rollouts (e.g., XDR, identity, email, cloud security) in partnership with CSTA, CSA, CSE, Professional Services, and partners
• Identify and execute expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized value

Run Executive Cadence and Value Reviews

• Lead monthly value reviews, QBRs, and EBRs, linking telemetry, usage, and risk scoring to measurable risk reduction and business impact
• Conduct maturity model discussions using recognized industry security frameworks (MITRE, NIST) to assess current posture and define future-state uplift
• Orchestrate security workshops (e.g., threat hunting, CTFs, tabletop exercises) in collaboration with technical & security teams
• Prepare concise executive-ready narratives, PR/FAQ-style briefs, and C-level decks

Manage Risk, Renewal, and Advocacy

• Maintain renewal health (Green / Amber / Red) with clear actions, owners, and timelines
• Proactively run risk mitigation and build Get-well Plans for at-risk accounts
• Contribute to and leverage telemetry-driven risk intelligence and predictive health scoring models
• Convert successful customers into references, case studies, technical whitepapers

Act as the Single Post-Sales Point of Coordination

• Ensure “one plan, one intake” across Customer Success, Support, Professional Services, and partners
• Provide Product, Engineering, and Leadership with evidence-based insights on systemic adoption challenges and product gaps

Desired Skills

• Strong understanding of B2B SaaS and platform business models, preferably in cybersecurity, cloud, or infrastructure
• Ability to translate telemetry and usage data (credits, burn vs. plan, risk and health scores) into clear, actionable insights
• Hands-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)
• Executive presence and confidence engaging with CISOs, security leadership, IT, and business sponsors
• Strong collaborator able to orchestrate cross-functional teams and partners without direct authority

Experience and Background

• Typically 7+ years in Customer Success, consulting, technical account management, or program leadership at an enterprise technology vendor or consultancy
• Proven track record managing enterprise accounts with measurable impact on retention, expansion, and customer outcomes
• Experience running QBRs/EBRs and executive-level discussions that connect technology to risk and business value
• Background in cybersecurity, cloud, or adjacent infrastructure strongly preferred
• Experience working with partners or MSPs is a plus
• Working knowledge of enterprise security domains (SOC operations, SIEM/XDR, exposure and risk management, identity, cloud, email security) sufficient to be credible with security leaders

Benefits of being a Trender!

At Trend, you’ll enjoy comprehensive benefits designed to support your wellbeing, including - medical insurance, mental health support through EAP, gym reimbursements, paid parental leave, and much more.

We embrace diversity, equity and inclusion because we believe that our people are our greatest asset. We understand the importance of bringing diverse perspectives, approaches and experiences to our team and we are committed to building and supporting an inclusive workforce that truly reflects our global business and we encourage people from all backgrounds to apply.

We’re proud to be recognised as a Great Place to Work®, a true reflection of our commitment to creating a positive, inclusive, and empowering workplace culture.

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