Customer Success Manager

Customer Success Manager Location: Belgium / Cork / Belux Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fuelled by decades of security expertise, global threat research, and continuous innovation, our unified cybersecurity platform protects over 500,000 organizations and millions of individuals across clouds, networks, devices, and endpoints. Trend Vision OneTM delivers advanced threat defense techniques, extended detection and response (XDR), and integration across the IT ecosystem, including AWS, Microsoft, and Google, enabling organizations to better understand, communicate, and mitigate cyber risk. Our Trend global threat research team delivers unparalleled intelligence and insights that power our cybersecurity platform and help protect organizations around the world from 100s of millions of threats daily. We have 7,000 employees across 65 countries, singularly focused on security and passionate about making the world a safer and better place. Trend enables organizations to simplify and secure their connected world. About the Role The Customer Success Manager (CSM) is accountable for the post‐sale customer journey—from onboarding through adoption, value realization and expansion. You will orchestrate cross‐functional resources to ensure customers achieve measurable outcomes, drive product consumption, and grow with our platform. The CSM blends customer advocacy with commercial acumen, using data to prioritize actions that improve retention (GRR), expansion (NRR), and overall customer health. This role requires the individual to manage a large portfolio of customers with a primary focus on scaling Commercial and Volume Enterprise tier customers through a mixture of direct touch and digital engagements. Collaboration with the Commercial & Customer Account teams is crucial Key Responsibilities Onboarding & Time‐to‐Value: Lead internal handover; run customer kickoff; establish objectives, success criteria, risks, and roles; accelerate first value. Adoption & Outcome Delivery: Guide to technical best‐practice deployment; run proactive health checks; remove blockers; increase feature adoption and consumption. Success Planning: Build and maintain a customer Success Plan, keeping progress visible in our CSM Platform. Customer Value Reviews: Conduct data‐driven usage reviews and executive value reviews that tie the platform to business outcomes; translate insights into expansion recommendations. Advocacy & Escalation Management: Act as the customer's internal advocate; coordinate Sales, Professional Services, Support, Product, and Operations to resolve issues quickly. Expansion: Identify growth opportunities from proven adoption and current platform security gaps Churn Prevention: Identify and proactively manage High Risk accounts in a timely manner to minimize future churn. Partner Collaboration (where applicable): Synchronize with partners on services delivered and onboarding/adoption motions. Documentation & Communications: Keep meeting notes, actions, risks, and decisions current in our CS Tool; streamline updates with wider account teams You Have - Qualifications Experience: 3+ years in Customer Success, Services, Systems Sales Engineer, or Support within enterprise software/cybersecurity; proven track record driving adoption and outcomes. Languages: Fluency in Dutch, French & English Technical foundation: Strong technical foundation preferably in the cyber security space with familiarity in deploying and/or migrating from on Prem to SaaS environments a bonus. Experience and deep understanding of networking, operating systems, security concepts (EDR/XDR), troubleshooting; industry certifications a plus. Commercial & Analytical: Comfortable with consumption and value metrics; able to craft data‐backed recommendations for expansion. Communication: Excellent written/verbal skills; capable of facilitating executive sessions and mediating under pressure. Tools: Experience with customer success platforms (e.g., Planhat/Gainsight), CRM, collaboration tools (Teams) AI fluency—the ability to understand, apply, and leverage AI tools and insights to enhance customer engagement. CSMs will partner with AI-driven systems to personalize experiences, predict churn, and recommend next-best actions, ensuring scalable and proactive customer success. You Are - Behaviors & Competencies Customer-Centric & Relationship-Oriented: Builds trust and strong partnerships with key stakeholders while advocating for customer success. Ownership Mindset: Balances customer advocacy with commercial objectives and thrives in evolving business conditions. Resilient, Proactive & Adaptable: Tenacious and highly motivated, able to manage priorities autonomously under tight deadlines in dynamic environments. Independent & Organized: Works effectively on their own while maintaining meticulous records and detailed tracking throughout engagements. Collaborative Influencer: Skilled at cross-functional teamwork and influencing outcomes across diverse teams. Exceptional Communicator: Strong written and verbal skills; adept at negotiation, mediation, and leading discussions under pressure, including during critical outages. Critical Thinker with Situational Awareness: Navigates complex enterprises, anticipates challenges, and drives solutions. Can-do attitude We are looking for candidates passionate about their work and the cyber industry just as much as the experience you bring – a strong team and work ethic are paramount for success Why Trend Micro? Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity. Trend Micro is a progressive employer with a very special and unique culture. Here at Trend Micro you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. We expect leadership, not management. With Trend Micro, you drive your own development. We encourage thought leadership and advocate internal opportunity. Trend is like nowhere else. We embrace all of our differences and are motivated by challenge. We're not just all about the money. You are recognised for your passion to succeed, and can be the best part of yourself here.