Manager, Scaled Customer Success at Trellix

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Data Analysis, Program Development, Leadership, Communication, Marketing, CRM, Customer Engagement, Tech Stack Fluency, Strategic Vision, Digital Programs, Automation, Collaboration, Customer Health Scoring, Predictive Analytics, Content Development

Industry

Computer and Network Security

Description

Job Title: Manager, Scaled Customer Success About Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. With offices in Santa Clara, Aylesbury, Paderborn, Bengaluru, Sydney, Tokyo and more, our employees are the heart and soul of our company. Skyhigh Security Is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. From our employee recognition program, to our ‘Blast Talks' learning series, and team celebrations (we love to have fun!), we strive to be an interactive and engaging place where you can be your authentic self. We are on these too! Follow us on LinkedIn and Twitter@SkyhighSecurity. Role Overview: Skyhigh Security is seeking an innovative, data-driven, and strategic leader to build, own, and execute our Digital & Scaled Customer Success program. Your mission is to architect a 1:many engagement model that effectively drives product adoption, delivers provable value, and ensures retention and growth for our scaled customer segments. This is a high-impact role for a commercially-oriented builder who loves to blend technology, data, and human-centric program design. You will be the voice of thousands of our customers, creating automated and semi-automated journeys that guide them to success at every stage of their lifecycle. You will own the successful adoption of our product by–and the growth and commercial success of–our scaled customer base. Key Responsibilities Strategy & Program Development: Architect and deploy the end-to-end digital-first customer success strategy, from onboarding to renewal. Define customer segments and map out distinct, data-triggered customer journeys for each. Design and implement a robust customer health scoring model to proactively identify risk and opportunity at scale. Set the vision, OKRs, and key performance indicators (KPIs) for the scaled program, focusing on Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption, and advocacy. Execution & Operations: Build and optimize a portfolio of 1:many programs, including automated email campaigns, in-app messaging, webinars, workshops, and office hours. Oversee the management and optimization of our Customer Success tech stack (e.g., Gainsight/ChurnZero, Pendo/Amplitude, Salesforce, Marketo, etc.) to deliver personalized, timely, and relevant interventions. Collaborate with Marketing to develop a content library (case studies, best practice guides, videos) that supports scaled education and value realization. Develop and manage a digital renewal process for the scaled segment, partnering with Sales and Renewal teams. Report on and effectively communicate the state of scaled customer health to the Executive Leadership Team and all above stakeholders. Leadership & Collaboration: Hire, mentor, and lead a high-performing team of Digital CSMs. Foster a culture of data-driven decision-making, continuous experimentation, and rapid iteration. Serve as the key cross-functional partner, aligning with Product (to provide scaled feedback, drive in-app adoption), Marketing (for content and campaigns), Data Science (for predictive analytics), and Sales (for expansion signals). Data & Insights: Own the reporting and analysis of all scaled CS metrics. Deliver regular insights and reports to the executive team on program performance, segment health, and customer sentiment. Use data to identify friction points in the customer journey and advocate for product or process improvements. Develop and use AI agents to operationalize scaled customer journeys. Qualifications Experience: 5+ years of experience in Customer Success, Customer Marketing, or Marketing Operations, preferably in a B2B SaaS environment. Leadership: 2+ years of direct management experience, with a proven track record of hiring and developing exceptional talent. Scaled Program Expertise: Demonstrable experience building and managing a 1:many, tech-touch, or digital-first customer program from the ground up. Tech Stack Fluency: Deep, hands-on expertise with Customer Success platforms (Gainsight, ChurnZero, etc.), CRM (Salesforce), in-app guidance tools (Pendo, WalkMe, etc.), and marketing automation (Marketo, HubSpot, etc.). Analytical Mindset: You are data-obsessed. You are highly proficient in analyzing data to measure program effectiveness, identify trends, and make strategic recommendations. Strategic Vision: Ability to think strategically and long-term, while also being able to roll up your sleeves and execute. Communication: Exceptional communication and presentation skills, with the ability to articulate a clear vision and influence cross-functional stakeholders. Preferred Qualifications Experience building and managing a customer community. Proficiency with data analysis and visualization tools (e.g., SQL, Tableau, Power BI). Experience in a high-growth startup or scale-up environment. MBA or advanced degree in a related field. 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. Trellix is a global company redefining the future of cybersecurity and soulful work. 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.

Responsibilities

The Manager, Scaled Customer Success will architect and execute a digital-first customer success strategy, focusing on product adoption and customer retention. This role involves building automated customer journeys and managing a team of Digital Customer Success Managers.