Sr. Manager, Strategic Customer Success
Trend MicroAbout the role
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 leadersh
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