Job Title:
Customer Success ManagerAbout Trellix
Trellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com.
Role Overview:
本職務は、アフターセールスにおけるクライアント／顧客の主要な窓口としての役割を担います。顧客の業界やビジネスプロセスに関する深い知見、および自社製品への高度な専門知識を活用し、製品・サービスの導入促進と利用率の向上を推進します。「売って終わり」ではなく、そこから始まる顧客とのストーリーをリードするポジションです。 あなたの専門性と顧客業界への深い洞察を武器に、製品のポテンシャルを最大限に引き出し、顧客のビジネス変革を直接支援しませんか？ 単なるサポートに留まらず、アップセルやクロスセルを通じて事業成長にもダイレクトに貢献できる、攻めと守りの両輪を担うエキサイティングなロールです。
主な責任と業務：
価値の最大化： 製品の基本機能にとどまらない活用方法を提案し、顧客が特定のビジネス成果を達成し、製品・サービスから最大限の価値を得られるよう支援します。
ソリューション提案： 顧客が望む結果を実現するために、具体的なソリューションの推奨を行う場合があります。
収益の維持と拡大： 担当顧客からの追加収益機会（アップセル、クロスセル）の特定および成約に直接的な責任を持ちます。また、契約更新（リニューアル）とリテンション（顧客維持）の結果に対して責任を負います。
ベストプラクティスの推進： 製品利用におけるベストプラクティスの定着を確実なものにします。
部門間連携： エスカレーション対応や、社内の各部門（マーケティング、営業、プロフェッショナルサービス、エンジニアリング、財務、トレーニング、サポートなど）との横断的な調整を行います。
【必須条件】
5年以上の営業経験： 「営業またはプリセールスまたはCSM」 において、顧客との長期的な関係構築および交渉の実績をお持ちの方。
IT・テクノロジーに関する基礎知識： ITシステム、ソフトウェア、またはSaaSビジネスの仕組みに関する理解。
英語力：中級（Intermediate）以上：読み書きに加え、海外チームとの情報共有やドキュメントの理解が可能なレベル。
【歓迎条件（尚可）】
サイバーセキュリティ業界での経験： セキュリティ製品の取り扱い、または同業界でのビジネスプロセスに関する知見。
リニューアル（契約更新）営業の経験： 既存顧客の契約維持、リテンション、アップセル、クロスセル、および解約防止（チャーン防止）に携わった経験。
Job Summary
This is more than just a sales role—it is a position where you lead the customer’s journey from the moment the deal is closed. Leveraging your expertise and deep industry insights, you will unlock the full potential of our products to directly drive business transformation for our clients. This is an exciting role that balances "offense and defense": you will not only provide high-level support but also directly contribute to business growth through upselling and cross-selling.
Key Responsibilities
Maximizing Value: Drive product adoption beyond basic features, helping customers achieve specific business outcomes and realize the maximum value from our products and services.
Solution Proposing: Recommend specific, tailored solutions to help customers achieve their desired results.
Revenue Retention & Expansion: Take direct responsibility for identifying and closing expansion opportunities (upselling and cross-selling) within your assigned accounts. You will be accountable for renewal and retention results.
Driving Best Practices: Ensure the adoption of industry best practices for product utilization.
Cross-functional Collaboration: Handle escalations and coordinate across various departments, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and Support.
【Must-Have Qualifications】
5+ years of experience in Sales, Pre-sales, or Customer Success (CSM): Proven track record of building long-term client relationships and handling complex negotiations.
Foundational IT & Technical Knowledge: Solid understanding of IT systems, software architecture, or SaaS business models.
English Proficiency (Intermediate or above): Ability to read, write, and communicate effectively with global teams and comprehend technical documentation.
【Preferred Qualifications】
Experience in the Cybersecurity Industry: Knowledge of security products or business processes within the cybersecurity sector
Renewal Sales Experience: Hands-on experience in managing contract renewals, customer retention, upselling, cross-selling, and churn prevention strategies.
Company Benefits and Perks:
We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we 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.
Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement
We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment 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.
Our Commitment to You:
At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.
Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.
Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.
