Customer Success Manager (SMB) – Cybersecurity

Role Overview: We are looking for a proactive and customer-focused Customer Success Manager (CSM) with 2+ years of experience in the cybersecurity domain. The ideal candidate will act as a trusted advisor to our clients, ensuring they derive maximum value from our services and solutions, while driving retention and customer satisfaction.

Key Responsibilities

• Proactively identify and engage with small and medium businesses (SMBs) to introduce Trillium’s cybersecurity solutions and services.
• Generate new leads through outbound efforts including calls, emails, social selling, and event/network participation. Build strong relationships with SMB customers to understand their cybersecurity needs and business objectives. Own the full customer lifecycle—from prospecting and onboarding to post-sale engagement and success tracking. Collaborate with the marketing team to execute lead generation campaigns and follow up on inbound inquiries Track customer satisfaction and proactively identify risks or areas for improvement. Conduct regular health checks with customers to ensure value delivery.
• Meet or exceed monthly/quarterly OKRs related to customer acquisition, engagement, and retention.
• Stay updated with cybersecurity trends and the challenges faced by SMBs to better position Trillium’s solutions.

Requirements

2+ years of experience in a customer-facing role within the cybersecurity or IT services industry. Have strong relationships with CIOs/CTOs/CISOs of the industry. Basic understanding of cybersecurity concepts such as, SIEM, PAM, EDR etc. Strong communication and interpersonal skills with a customer-first mindset. Ability to manage multiple client accounts and prioritize tasks effectively.

Problem-solving attitude with attention to detail. Bachelor’s degree in Computer Science, IT, Business, or a related field. Experience with CRM tools and project management platforms is a plus.