Customer Success Technical Advisor - Team Manager

Job description

TrendAI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk. At TrendAI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future. AI Fearlessly. About the Role: TrendAI is looking for a Customer Success Technical Advisor Team Manager to build and lead a high-performing team of Customer Success Technical Advisors (CSTA) — trusted technical partners who help our strategic customers realize maximum value from the TrendAI Vision One platform. This is an opportunity to shape the future of Customer Success by combining technical advisory expertise, customer engagement, and AI-driven innovation. As the leader of the CSTA team, you will define how a modern, AI-augmented Customer Success organization operates, develop top talent, and ensure the team delivers measurable business outcomes for our customers, driving platform enablement, retention and ARR growth across your portfolio. If you get energy from driving customer satisfaction, product adoption, and coaching technical talent, this role is for you. What You’ll Do: Lead and develop a team of CSTA’s and coaching them to be trusted technical advisors for our most strategic customers. Own the health of an entire customer portfolio across the full customer lifecycle — spotting risk and opportunity before your customers do, and supporting them to manage those risks while growing their ARR. Own customer escalation management by providing leadership during critical customer situations, aligning TrendAI teams and customer stakeholders on a clear path forward, driving resolution, and restoring confidence to protect and grow strategic relationships. Turn data into direction — translate adoption, stickiness, and health scores into a clear story for leadership on where the business is headed. Drive enablement across your customer base - running initiatives that get customers hands-on with specific solutions and packages and using them to their full potential. Partner across Sales and Solution Engineering to achieve what only a team can achieve. Forecast capacity, shape hiring plans, and build the operating model as our customer base grows. Pilot new approaches and AI-assisted workflows that make the whole team more effective. Build a growth mindset in your team by encouraging CSTA’s to experiment, learn fast from setbacks, and keep raising the bar. What You Bring The ambition to help customers unlock real business value from our solutions and translate that into extending usage of the platform and ARR expansion across your team’s customers. A track record of building scalable, AI-fluent processes, not just running the ones you inherited. A solid technical foundation to be able to understand and discuss IT security architectures at a conceptual level and hold a credible technical conversation with a customer's stakeholders. This isn't a hands-on engineering role, but you need enough depth to coach a CSTA through a technically complex or escalated situation. Strong communication skills, able to confidently engage with different stakeholders, present complex technical topics in a clear business context and influence strategic decisions through concise, outcome-focused communication. 3+ years of people-management experience, ideally leading a Customer Success, Technical Account Management, or similar customer-facing technical team. 5+ years of overall experience in a customer-facing capacity, with exposure to cybersecurity, Customer Success, or Technical Account Management. Experience working across global teams in English. Why Join TrendAI Work at the cutting edge — help customers manage cybersecurity risks with one of the industry’s leading platforms, TrendAI Vision One. Real impact, real visibility — your team’s results roll straight up to senior stakeholders. A culture that backs you — join a Customer Success organization built on trust, technical depth, and genuine partnership with customers. At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.