Additional Information
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.
POSITION OVERVIEW
The Customer Success Manager owns business and security outcomes, value realization, and renewal and expansion readiness for a portfolio of strategic customers. Functioning as the customer's trusted strategic security advisor, the CSM designs and guides security posture evolution while orchestrating post-sales delivery across SE and various post-sales functions. The role blends security domain expertise with customer success discipline - translating purchased credits into measurable security outcomes through a Security Account Success Plan (ASP), architecture-aligned burn curve, and executive engagement cadence.
PRIMARY RESPONSIBILITIES
Architect the Security Account Success Plan (ASP) and Burn Curve
Build the Account Success Plan with customer executive sponsors, aligned to business objectives, threat landscape, prioritized workloads, and monthly credit burn plan.
Design target-state security architecture mapped to the customer's environment, risk appetite, and compliance obligations; track consumption vs. plan and trigger corrective plays when variance exceeds thresholds.
Conduct security gap analyses, technology fingerprinting, and architecture reviews; design reference architectures and deployment blueprints for workload rollouts (XDR, identity, email, cloud security, exposure management)
Ensure rapid Time-to-Value (TTV) and delivery of a meaningful first security win.
Identify expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized value and security maturity progression
Run Executive Cadence, Architecture Reviews, and Value Reviews
Lead monthly value reviews, QBRs, and EBRs linking telemetry, usage, and risk scoring to measurable risk reduction, architecture maturity, and business impact.
Conduct security maturity and architecture assessments using industry frameworks (MITRE ATT&CK, NIST CSF, CIS Controls, Zero Trust Architecture) to evaluate posture and define future-state uplift
Design and facilitate security workshops: threat hunting, CTFs, tabletop exercises, and architecture deepdives
Prepare value realization executive narratives, PR/FAQ-style briefs, and C-level decks tying platform outcomes to reduced business risk and ROI
Manage Risk, Renewal, and Advocacy
Maintain renewal health (Green / Amber / Red) with actions, owners, and timelines anchored to architecture milestones; proactively build Get-well Plans including architecture remediation paths
Leverage telemetry-driven risk intelligence and predictive health scoring models
Convert successful customers into references, case studies, and technical whitepapers showcasing architecture transformation and security outcomes
Single Post-Sales Security Authority and Coordination Point
Serve as the trusted voice across post-sales engagements, ensuring "one plan, one intake" across Customer Success, Support, Professional Services, and partners
Provide Product, Engineering, and Leadership with architecture-grounded insights on adoption challenges, integration gaps, and product roadmap input
Key Metrics
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)
Platform and module attach rate
Security Value Realization and SOC Maturity Score for customer
Number / Size of Customer Success Qualified Leads (CSQLs)
Trend Micro · Dubai, UAE