Customer Success Manager (SMB) – Cybersecurity

Role Overview:

We are looking for a proactive and customer-focused Customer Success Manager (CSM) with 3+ 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.