Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information across enterprises, governments, and consumers.

Fueled by decades of security expertise, global threat research, and continuous innovation, Trend harnesses AI to protect organizations and individuals across clouds, networks, devices, and endpoints.

The Trend Vision One™ enterprise cybersecurity platform accelerates proactive security outcomes by predicting and preventing threats across the entire digital estate and environments like AWS, Google, Microsoft, and NVIDIA.

Proactive security starts here. TrendMicro.com

Position Summary:

The Manager, Customer Success – LATAM leads a team of Customer Success Managers (CSMs) responsible for ensuring customer value realization, retention, expansion, and executive alignment across enterprise and strategic accounts in Latin America.

This leader will drive operational excellence, customer health governance, adoption frameworks, and regional success strategy aligned with ARR growth, services attachment, and platform expansion.

Responsibilities:

Leadership & Team Development

• Lead, coach, and develop a team of Customer Success Managers across Latin America.

• Establish performance standards aligned to retention, expansion, adoption, and customer health KPIs.

• Conduct regular pipeline, health, and risk reviews.

• Drive a culture of accountability, executive engagement, and outcome-based success.

Customer Lifecycle & Value Realization

• Own post-sales strategy across onboarding, adoption, renewal, and expansion.

• Ensure structured Success Plans exist for top accounts.

• Drive executive business reviews (EBRs) at strategic accounts.

• Promote measurable business outcomes tied to AI security, cloud security, and risk prioritization initiatives.

Retention & Growth

• Partner with Sales to support renewals and identify expansion opportunities.

• Drive net revenue retention (NRR) targets.

• Support cross-sell and up-sell motions (e.g., Attack Surface Management, AI Security, MDR services).

• Monitor consumption and adoption trends to prevent churn.

Regional Strategy & Cross-Functional Alignment

• Collaborate with Sales, Services, Support, Marketing, and Product teams.

• Provide structured voice-of-customer feedback to Product Management.

• Identify regional trends and security maturity patterns in LATAM markets.

• Contribute to regional forecasting and customer segmentation strategy.

Operational Excellence

• Own reporting on Gross Retention, Net Revenue Retention, Adoption metrics, Risk indicators, and Time-to-value.

• Improve playbooks and standardize engagement models.

• Leverage AI-driven analytics to predict risk and expansion signals.

Qualifications:

Required

• 8+ years in Customer Success, Account Management, or Post-Sales leadership.

• 3+ years leading regional or multi-country teams.

• Experience in cybersecurity, SaaS, or enterprise software.

• Strong executive presence with C-level engagement experience.

• Fluency in Spanish and English (Portuguese highly preferred).

• Experience managing ARR-based portfolios.

Preferred

• Experience in AI security, cloud security, or managed detection & response.

• Familiarity with LATAM enterprise market dynamics.

• Knowledge of consumption-based and subscription business models.

Core Competencies

• Strategic thinking

• Executive communication

• Data-driven decision making

• Cross-functional leadership

• Risk management mindset

• Cultural awareness across LATAM

KPIs & Success Metrics

• Gross Revenue Retention (GRR)

• Net Revenue Retention (NRR)

• Expansion ARR

• Customer Health Score

• Adoption & Consumption metrics

• Renewal predictability

• Services attachment rate

Why Join TrendAI?

• Lead AI-driven cybersecurity transformation in one of the fastest-growing regions.

• Shape regional strategy and influence global success programs.

• Work with enterprise customers protecting critical infrastructure.

• High visibility role with executive leadership exposure.

• 5+ years of experience in Sales or Cybersecurity companies

• Fluency in English at an upper-intermediate level (B2) or higher

If this sounds like you or someone you know, get in touch or share this opportunity!