Sr. Manager, Strategic Customer Success

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. Sr. Manager, Strategic Customer Success Location: Remote Position Summary Trend AI is looking for a Sr. Manager, Strategic Customer Success to lead the technical advisory function driving adoption, value realization, and retention across our Vision One customer base. This is a strategic leadership role who can operate at both altitudes; setting the vision and playbook for how a team of Technical Advisors drives measurable customer outcomes through partnering with Enterprise Account Managers and Solutions Engineers in the field, while staying close enough to the work to coach through the hardest accounts personally. You'll own the connective tissue between customer technical adoption and the business metrics that matter most: consumption, retention, and expansion. Your team is the difference between a customer who bought Vision One and a customer who's built their security operations around it. You'll be measured not just on how well your team executes, but on how well you build systems, talent, and cross-functional relationships that let adoption scale beyond any single advisor's bandwidth. What Success Looks Like Your team's portfolio shows measurably higher capability adoption and consumption than the customer base overall Retention and expansion outcomes in your book of business consistently outperform benchmarks, driven by demonstrated value rather than relationship management alone Your advisors are growing technically and professionally, and your team has a bench strength that doesn't rely on any one person Product and Engineering treat your team as a primary, trusted channel for field signal on customer needs and platform gaps You're the person leadership calls when an at-risk strategic account needs both technical credibility and a steady hand Responsibilities: Managing the Technical Advisor Team Own the deployment model for how Technical Advisors are assigned, integrated, and held accountable across the strategic account base Define the working model between TAs, Enterprise Account Managers, and Solutions Engineers — including engagement cadences, role boundaries, and escalation paths Serve as the primary point of accountability for how the TA team shows up in the field: coverage decisions, account prioritization, and squad-level coordination with sales leadership Ensure every TA has a clear mandate within their assigned accounts and the support they need to operate as a trusted, embedded part of the account team Act as the bridge between the TA function and field sales leadership, continuously calibrating how the team is deployed to maximize customer impact and business outcomes Team Leadership & Talent Development Build, hire, and develop a high-performing team of Technical Advisors Coach advisors on technical depth and strategic account management, not just task execution Set clear performance expectations and hold the team accountable to adoption, retention, and expansion outcomes Lead talent reviews, compensation conversations, and career development planning Build a team culture grounded in technical rigor, customer obsession, and ownership Strategic Adoption Leadership Define and evolve the team's overall strategy for driving adoption across the Vision One platform, using portfolio-level usage and consumption data to prioritize where the team invests its time Set the standard for how advisors translate platform capabilities into customer-specific business outcomes Own the team's execution of the "Activate, Adopt, Integrate, Realize Value" journey, and continuously refine that playbook based on what's actually working Identify systemic adoption gaps across the customer base and turn them into targeted team initiatives, not one-off fixes Executive & Strategic Account Engagement Act as the senior technical escalation point for the team's most complex, highest-risk, or highest-value accounts Lead adoption and value conversations directly with customer executives when the stakes call for it Represent the health and trajectory of the team's portfolio in internal business reviews Cross-Functional Influence Partner with Customer Success Engineering, Solution Engineering, Solution Architecture, and Account Management leadership to remove structural blockers to adoption, not just individual account issues Serve as a primary voice of the customer to Product and Engineering leadership, surfacing patterns and platform gaps that affect adoption at scale Influence roadmap and prioritization conversations by connecting field-level adoption data to business impact Operational Rigor Own team-level reporting on adoption, consumption, retention, and expansion, and translate that data into a clear narrative for senior leadership Build and standardize playbooks, documentation, and best practices that let the team scale without sacrificing quality Drive renewal and retention outcomes through consistent, provable value delivery across the portfolio Qualifications: You Are A strategic operator who thinks in systems and playbooks, not just individual accounts Technically credible enough to earn trust from senior security practitioners, on your team and at your customers A talent developer — you measure your success by what your team becomes, not just what you personally deliver Comfortable moving fluidly between an executive boardroom and a deep technical troubleshooting session Someone who treats data as a tool for prioritization, not just a reporting requirement You Have 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 foundational knowledge in security operations, endpoint and cloud security, identity, networking, or related cybersecurity domains A track record of building or scaling adoption methodologies, playbooks, or team processes Hands-on experience with SaaS security tools or cybersecurity platforms The ability to coach others through complex technical and operational challenges, not just solve them yourself Excellent communication and executive presence, with both technical and business stakeholders Industry certifications such as Security+, CISSP, AWS, Azure, or Kubernetes are a plus What We Offer You: You're important to us. What matters to you, matters to us too. Trend Micro provides benefit options for you and your family. Here some of the top-rated benefits that employees enjoy today: Comprehensive health benefits and paid time off package Pre-partum, maternity, parental, medical leave and adoption assistance Mental Health Wellness Program & Annual Wellness Incentive 401(k) with company match Pet Insurance Collaborative and innovative culture We are committed to fostering a professional, respectful, and inclusive work environment that promotes collaboration and high performance. We value diverse backgrounds and perspectives and welcome candidates who bring unique strengths and experiences. If you’re excited about this role and believe you can contribute and grow with us, we encourage you to apply. Be Passionate. Be Innovative. Be a Trender. This position does not offer sponsorship for work permit applications or renewals, either now or in the future. Candidates must be authorized to work in the U.S. with