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Customer Success Manager (CSM)
Job Title: Customer Success Manager
Location : Mumbai/Bangalore/Delhi
Function: Customer Success – Post-Sales CX
Reports To: Regional CSM Leader / VP, Post-Sales CX
Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com
Role Summary:
The Customer Success Manager (CSM) owns business & security outcomes, credit consumption health, and renewal and expansion readiness for a portfolio of enterprise customers. CSM acts as the customer’s security advisor and post-sales orchestrator, coordinating across Sales, CSTA, CSA, CSE, Support, Professional Services, and Partners. The role is accountable for turning purchased credits into measurable security outcomes through a clear Security Account Success Plan (ASP), defined burn curve, and consistent executive engagement cadence.
Key Responsibilities:
Own the Security Account Success Plan (ASP) and Burn Curve
Support the Field Sales Organization and Sales Operations team in driving ARR retention at scale through execution of the following:
- Co-create a 90-day and 12-month Success Plan with customer executive sponsors, aligned to business objectives, security goals, prioritized workloads, and a monthly credit burn plan
- Track planned vs. actual consumption and outcomes; trigger corrective plays when variance exceeds defined thresholds.
Drive Activation, Adoption, and Expansion
- Perform Security gap analysis and technology fingerprinting of the customer’s environment and security stack
- Ensure rapid Time-to-First-Credit or Value (TTFC/V) and delivery of a meaningful first security win
- Orchestrate workload rollouts (e.g., XDR, identity, email, cloud security) in partnership with CSTA, CSA, CSE, Professional Services, and partners
- Identify and execute expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized value
Run Executive Cadence and Value Reviews
- Maintain renewal health (Green / Amber / Red) with clear actions, owners, and timelines
- Proactively run risk mitigation and build Get-well Plans for at-risk accounts
- Contribute to and leverage telemetry-driven risk intelligence and predictive health scoring models
- Convert successful customers into references, case studies, technical whitepapers
Act as the Single Post-Sales Point of Coordination
- Ensure “one plan, one intake” across Customer Success, Support, Professional Services, and partners
- Provide Product, Engineering, and Leadership with evidence-based insights on systemic adoption challenges and product gaps
Key Metrics
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Platform and module attach
- Security Value Realisation for customers
- Number/Size of Customer Success Qualified Leads (CSQLs)
Desired Skill
- Strong understanding of B2B SaaS and platform business models, preferably in cybersecurity, cloud, or infrastructure
- Ability to translate telemetry and usage data (credits, burn vs. plan, risk and health scores) into clear, actionable insights
- Proven capability in building and managing Success Plans, burn curves, and adoption roadmaps
- Working knowledge of enterprise security domains (SOC operations, SIEM/XDR, exposure and risk management, identity, cloud, email security) sufficient to be credible with security leaders
- Hands-on experience with CS and GTM tooling (e.g., Gainsight, Planhat, Salesforce/Dynamics, analytics or BI dashboards)
- Strong written communication skills (executive briefs, QBR decks, 6-pagers, decision memos)
Soft Skills
- Executive presence and confidence engaging with CISOs, security leadership, IT, and business sponsors
- Consultative, outcome-driven mindset - focuses on ‘why’ before ‘what’
- High ownership and bias for action; comfortable prioritizing where human effort delivers the most value
- Structured communicator who simplifies complex issues into clear options and recommendations
- Strong collaborator able to orchestrate cross-functional teams and partners without direct authority
- Calm, transparent, and resilient during escalations and high-pressure situations
Experience and Background
- Typically 7+ years in Customer Success, consulting, technical account management, or program leadership at an enterprise technology vendor or consultancy
- Proven track record managing enterprise accounts with measurable impact on retention, expansion, and customer outcomes
- Experience running QBRs/EBRs and executive-level discussions that connect technology to risk and business value
- Background in cybersecurity, cloud, or adjacent infrastructure strongly preferred
- Experience working with partners or MSPs is a plus
- Certifications such as CISSP, CISM, or CRISC preferred, or equivalent demonstrated experience in enterprise security advisory roles
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