Sr. Manager, Strategic Customer Success

Trend Micro
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 7+ yearsSkills: ["Systems thinking","Talent development","Data-driven prioritization","Executive communication","Cross-functional collaboration"]

Lead the Technical Advisory function to drive adoption, measurable value realization, and retention across a Vision One enterprise customer base. Own how Technical Advisors are deployed and held accountable, partner closely with Enterprise Account Managers and Solutions Engineers, and coach the team through complex escalations. Translate field signals into adoption playbooks and operational reporting tied to consumption, retention, and expansion outcomes.

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FursaFursa
Trend Micro
Trend Micro
2 days ago

Sr. Manager, Strategic Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead the Technical Advisory function to drive adoption, measurable value realization, and retention across a Vision One enterprise customer base. Own how Technical Advisors are deployed and held accountable, partner closely with Enterprise Account Managers and Solutions Engineers, and coach the team through complex escalations. Translate field signals into adoption playbooks and operational reporting tied to consumption, retention, and expansion outcomes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Manage the Technical Advisor team, including assignment model, engagement cadences, escalation paths, coverage decisions, and squad coordination.
  • •Build, hire, and develop Technical Advisors; coach on technical depth and strategic account management; set performance expectations and run talent reviews.
  • •Define and evolve the adoption strategy for the Vision One platform, including driving the Activate, Adopt, Integrate, Realize Value journey and refining the playbook.
  • •Serve as the senior technical escalation point for complex/high-risk accounts and lead adoption/value conversations with customer executives when needed.
  • •Partner cross-functionally with Customer Success Engineering, Solution Engineering, Solution Architecture, and Account Management to remove blockers and influence roadmap priorities using adoption data.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental Leave401kPet Insurance

Key Requirements

  • •7+ years of technical experience in Customer Success, Technical Account Management, post-sales engineering, or cybersecurity consulting.
  • •3+ years directly managing or leading a customer-facing technical team.
  • •Strong security operations knowledge across endpoint and cloud security, identity, networking, or related cybersecurity domains.
  • •Experience building or scaling adoption methodologies, playbooks, or team processes.
  • •Hands-on experience with SaaS security tools or cybersecurity platforms, plus excellent communication and executive presence.
Experience:7+ yearsCybersecuritySaaS
Skills:Systems thinkingTalent developmentData-driven prioritizationExecutive communicationCross-functional collaboration
Certifications:Security+CISSP
Tech Stack:AWSAzureKubernetes

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Trend Micro
Global cybersecurity company providing endpoint, cloud, network, and hybrid security solutions to protect businesses and consumers from cyber threats, leveraging threat intelligence, machine learning, and automated protection across environments.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tokyo, Japan
Founded: 1988
WebsiteLinkedIn