Customer Success Manager

Discover Trend

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

Discover You                       
At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence.  With Trend Micro, you drive your own development.  You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity….

Location: Germany / Cork

The Customer Success Manager (CSM) is accountable for the post-sale customer journey, from onboarding through adoption, value realization, and expansion. You will orchestrate cross-functional resources to ensure customers achieve measurable outcomes, drive product consumption, and grow with our platform.

The CSM blends customer advocacy with commercial acumen, using data to prioritize actions that improve retention (GRR), expansion (NRR), and overall customer health. This role requires managing a large portfolio of customers, with a primary focus on scaling Commercial and Volume Enterprise customers through a mix of direct touch and digital engagements.

Key Responsibilities:

• Onboarding & Time-to-Value: Lead internal handover, run customer kickoffs, define objectives, success criteria, risks, and roles, and accelerate first value.

• Adoption & Outcome Delivery: Guide customers on technical best-practice deployments, conduct proactive health checks, remove blockers, and increase feature adoption and consumption.

• Success Planning: Build and maintain customer Success Plans, ensuring progress and risks are visible in the CSM platform.

• Customer Value Reviews: Conduct data-driven usage and executive value reviews, tying platform value to business outcomes and identifying expansion opportunities.

• Advocacy & Escalation Management: Act as the customer’s internal advocate, coordinating Sales, Professional Services, Support, Product, and Operations to resolve issues efficiently.

• Expansion: Identify growth opportunities based on proven adoption and existing platform or security gaps.

• Churn Prevention: Proactively identify and manage high-risk accounts to minimize churn.

• Partner Collaboration (where applicable): Align with partners on onboarding, adoption, and services delivery.

• Documentation & Communication: Maintain accurate meeting notes, actions, risks, and decisions in the CSM tool and provide clear updates to account teams.

You Have – Qualifications:

• Experience: 3+ years in Customer Success, Services, Systems Sales Engineering, or Support within enterprise software or cybersecurity, with a proven record of driving adoption and outcomes.

• Languages: Fluent in German and English.

• Technical Foundation: Strong technical background, ideally in cybersecurity; experience with SaaS and on-prem environments, networking, operating systems, security concepts (EDR/XDR), and troubleshooting; certifications are a plus.

• Commercial & Analytical Skills: Comfortable working with consumption and value metrics and translating insights into expansion recommendations.

• Communication: Excellent written and verbal skills; confident facilitating executive discussions and handling escalations.

• Tools: Experience with customer success platforms (e.g., Gainsight, Planhat), CRM systems, and collaboration tools (e.g., Teams).

• AI Fluency: Ability to leverage AI tools and insights to personalize engagement, predict churn, and recommend next-best actions at scale.

You Are – Behaviors & Competencies:

• Customer-Centric & Relationship-Driven: Builds trust with key stakeholders and advocates effectively for customer success.

• Ownership-Oriented: Balances customer needs with commercial objectives in a dynamic environment.

• Resilient, Proactive & Adaptable: Self-motivated and able to manage priorities independently under pressure.

• Independent & Organized: Highly structured, with strong documentation and tracking discipline.

• Collaborative Influencer: Works cross-functionally and influences outcomes across diverse teams.

• Exceptional Communicator: Skilled in negotiation, mediation, and leading discussions during critical situations.

• Critical Thinker: Navigates complex customer environments, anticipates challenges, and drives solutions.

• A can-do attitude, strong work ethic, and passion for the cybersecurity industry are essential for success in this role.

#LI-DNI

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.