Customer Success Manager

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. Here, your work goes beyond building a career. You will help protect what matters and shape a safer, more trustworthy AI powered future. AI Fearlessly.

Location: Germany / Cork

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: Align with partners on onboarding, adoption, and services delivery where applicable.
• Documentation & Communication: Maintain accurate meeting notes, actions, risks, and decisions in the CSM tool and provide clear updates to account teams.

Qualifications

• 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.
• Fluent in German and English.
• 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.
• Comfortable working with consumption and value metrics and translating insights into expansion recommendations.
• Excellent written and verbal communication; confident facilitating executive discussions and handling escalations.
• 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.

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.

We are an equal opportunity employer and are committed to diversity and inclusion regardless of race, colour, religion, sex, national origin, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.