Sr. Customer Success Technical Advisor

Position Summary

Trend

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

Location:

Las Colinas, Texas or Remote.

• 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.

• 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.
• 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.
• 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.
• 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.

The Customer Success Technical Advisor is a core pillar of our customer experience. This role ensures…