Senior Customer Success Manager

The Basics:

The Senior Customer Success Manager is critical to helping customers receive value from their investment in Tanium and to ensure Tanium maintains its enviable base of high value loyal customers that rely on Tanium to manage all their endpoints. Operating in a collaborative team environment with other CSMs, developers, enterprise services, and sales, CSMs contribute to each customer’s success by leveraging best practices and their technical expertise to ensure adoption of the Tanium platform, leading to renewal and upsell opportunities for their assigned accounts.  

What You'll Do:

• Leverage your own technical domain expertise and internal technical resources, including engineering and product, support center, knowledge bases, and other internal tools to provide the most effective solutions to customer issues 
• Advocate for the customer by sharing their feedback and use cases to product and engineering, support center, and the rest of the account team 
• Ensure customer success, leading to word-class retention and expansion, through proactive periodic health checks (and if necessary, formal improvement plans), product training, and developing and sharing technical best practices 
• Understand the unique complexity of the customers and segmentation of customers you serve and create the best path to full Tanium platform adoption and expansion, leveraging your understanding of not only the customer’s environment but also insights as to how to overcome obstacles to implement new technologies and integrations 
• Contribute to strategic customer plans for the months and years ahead, while executing your assigned strategies and tactics in coordination with other members of the account team to increase ROI and expand into new solution areas 
• Develop and maintain the necessary relationships with customers to ensure alignment to their business needs 
• Perform activities and data management that help to drive adoption and value against an agreed-upon plan with the customer. This may include artifact creation (including Value Plans for customers), action and risk tracking, enhancement tracking, and updating internal data systems such as Salesforce and/or Gainsight 
• Contribute to strategically focused Executive Business Reviews, alongside Sales, Solution Engineers, and wider account team members 
• Contribute proactively to internal practice development efforts to continually drive maturity and improvement of our Customer Success function 

We're Looking For:

• Education 
• BA/BS or equivalent experience preferred
• Experience Required 
• 7 plus years of experience in Customer Success, Account Management, Sales, Renewals, or Service Management / Professional Services, preferably in a SaaS business model 
• Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/ Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python)  
• Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules 
• Demonstrated consulting and project management skills; experience with building strategic relationships that drive business value for customers 
• Tanium Certified Operator (nice to have) 
• Tanium Certified Administrator (nice to have) 
• You are
•  A highly organized self-starter who thrives in a fast-paced environment and is comfortable working in ambiguity 
• Curious, willing to learn from others in your discipline, your customers, and other roles at Tanium 
• Willing to contribute suggestions and ideas to further customer and Tanium goals 
• Eager to become an expert in demonstrating value and return on investment to our customers 
• Eager to learn technology foundations and become a technical advisor on the Tanium platform and solutions. 
• A strong communicator and intuitive listener 
• Professional, insightful, and values-driven
• Motivated to help to solve the toughest IT problems faced by organizations today 
• Other
• Travel ranging from 5 - 15% or more within regional territory
• Onsite / customer-located work as deemed necessary by the customer and/or account team 

About Tanium 

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

As a global organization with stakeholders around the world, it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.  

Our commitment to excellence and innovation has earned us a place on the Forbes Cloud 100 list for ten consecutive years, and we continue to be recognized worldwide as a great place to work. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

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