Job Title:

Customer Success Analyst

About Trellix  
Trellix is a global company redefining the future of cybersecurity. The company’s comprehensive, open, and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com.

Role Overview:

The Customer Success Platform (CSP) Analyst is an entry-level position within the Strategy and Engineering team. This role is focused on the day-to-day administration and optimization of Totango, our primary Customer Success Platform. You will support the broader Customer Success organization by managing system workflows, ensuring data integrity, and enabling our teams to deliver a world-class customer experience.

Essential Responsibilities

• Platform Administration: Manage the day-to-day operations of the Totango platform to support Customer Success Managers (CSMs) in their daily workflows.

• Workflow Automation: Build and maintain automated playbooks and workflows designed to manage scaled and long-tail customer accounts.

• Data Management: Monitor data health and performance metrics, ensuring accurate synchronization between the CSP and internal systems like Salesforce.

• Cross-Functional Collaboration: Work closely with Customer Success Product Management and Solution Engineering to curate technical best practices.

• Reporting and Analysis: Analyze customer data and trends to build effective operational solutions and provide actionable insights to leadership.

• Issue Resolution: Identify and resolve systemic issues related to engagement processes or platform functionality to prevent future problems.

Qualifications

• Education: BA/BS degree or equivalent experience.

• Technical Interest: A strong interest in Customer Success technology, data analytics, and operational efficiency.

• Soft Skills: Excellent verbal and written communication skills with a demonstrated ability to collaborate with global, cross-functional teams.

• Adaptability: Ability to thrive in a rapidly changing environment with tight timelines and evolving project requirements.

• Problem Solving: Strong capacity for influencing and negotiating to drive efforts toward completion.

• Preferred Experience: Prior experience with CRM systems (Salesforce), CSP Tools, Agile development processes, or internships in technical research and data management is a plus.

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans

• Medical, Dental and Vision Coverage

• Paid Time Off

• Paid Parental Leave

• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Our Commitment to You:

At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.

Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.

Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.