Sr. Customer Success Technical Advisor

Position Summary:

The Senior Customer Success Technical Advisor is a strategic, technically skilled post-sales expert responsible for driving deep adoption, credit consumption, and continuous value realization across the customer’s licensed capabilities.

Customer Success Technical Advisors partner closely with customers to accelerate their maturity across Trend Micro’s Vision One platform, helping them adopt the right capabilities, operationalize best practices, and achieve measurable security outcomes. They act as the customer’s technical guide throughout the lifecycle, removing friction, aligning platform capabilities to business goals, and ensuring investments translate into real, ongoing value.

This role works with a smaller group of assigned customers, enabling highly consultative, outcome-oriented engagements that elevate customer satisfaction, retention, and expansion.

Responsibilities:

Customer Value and Adoption Leadership

• Drive adoption of the customer’s licensed Vision One capabilities and ensure customers fully utilize what they have purchased.

• Develop and execute capability-specific adoption plans that move customers up the maturity curve.

• Analyze customer usage and consumption telemetry to identify adoption gaps, blockers, and high-impact opportunities.

• Translate platform capabilities into customer-specific use cases and outcomes.

• Guide customers through the “Activate, Adopt, Integrate, Realize Value” journey.

Strategic Customer Guidance

• Serve as a trusted technical advisor and help customers align platform capabilities with operational and security goals.

• Lead regular adoption reviews, value discussions, and roadmap conversations.

• Deliver proactive recommendations based on configuration posture, exposure findings, and usage patterns.

• Help customers operationalize Vision One capabilities within their environment and workflows.

Optimizing the Customer Experience

• Partner with Customer Success Engineers and Engineering to eliminate blockers and ensure a smooth product experience.

• Monitor customer health indicators and proactively address risks that may affect adoption or retention.

• Guide customers on best practices for configuration, integration, and execution of platform features.

Cross-Functional Collaboration

• Work closely with Solution Engineers to help customers explore additional outcomes and prepare for advanced use cases.

• Collaborate with Solution Architects to support customers pursuing high-complexity or cross-domain adoption.

• Partner with Account Managers to identify expansion opportunities based on delivered value and emerging customer needs.

• Serve as the voice of the customer to Product, Engineering, and other Customer Success teams.

Customer Lifecycle Engagement

• Lead onboarding activities to ensure customers achieve fast time-to-value.

• Conduct regular value realization sessions, capability reviews, and adoption workshops.

• Maintain clean and accurate documentation on customer progress, risks, and next steps.

• Support renewal and retention motions through demonstrated customer outcomes.

Qualifications:

Our Ideal Candidate...

You Are

• Customer-centric with a strong ability to build trust and drive technical conversations.

• Proactive, analytical, and outcome-focused, always looking for ways to maximize customer value.

• A natural collaborator who thrives in cross-functional environments.

• Comfortable engaging both technical and business stakeholders, including executives.

• Able to translate technical concepts into customer-aligned business value.

You Have

• Five or more years of technical experience in Customer Success, Technical Account Management, post-sales engineering, or cybersecurity consulting.

• Strong foundational knowledge in security operations, endpoint and cloud security, identity, networking, or related cybersecurity domains.

• The ability to interpret usage data and translate insights into actionable adoption plans.

• Hands-on experience with SaaS security tools or cybersecurity platforms.

• Strong problem-solving skills with the ability to untangle complex technical and operational challenges.

• Excellent communication, presentation, and relationship-building skills.

• Industry certifications such as Security+, CISSP, AWS or Azure, or Kubernetes are a plus.

• Experience in a fast-paced, customer-facing technical environment.

Why This Role Matters:

• The Customer Success Technical Advisor is a core pillar of our customer experience. This role ensures customers adopt the right capabilities, operationalize them effectively, achieve measurable security outcomes, and realize continuous, compounding value from their investment.

• This role directly influences customer satisfaction, credit consumption, GRR, NRR, and long-term partnership success.

What We Offer You:

You're important to us. What matters to you, matters to us too. Trend Micro provides benefit options for you and your family. Here some of the top-rated benefits that employees enjoy today:

• Comprehensive health benefits and paid time off package

• Pre-partum, maternity, parental, medical leave and adoption assistance

• Mental Health Wellness Program & Annual Wellness Incentive

• 401(k) with company match

• Pet Insurance

• Collaborative and innovative culture

We are committed to fostering a professional, respectful, and inclusive work environment that promotes collaboration and high performance. We value diverse backgrounds and perspectives and welcome candidates who bring unique strengths and experiences. If you’re excited about this role and believe you can contribute and grow with us, we encourage you to apply.

Be Passionate. Be Innovative. Be a Trender.

This position does not offer sponsorship for work permit applications or renewals, either now or in the future. Candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorship, both currently and moving forward. The company will not sponsor applicants for U.S. work visa status for this role (including, but not limited to, H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT, or any other employment-based visa).

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