Senior Customer Success Manager

The Basics

Senior Customer Success Manager is critical to helping customers receive value from their investment in Tanium and to ensuring 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, Advanced Consulting Engineers, Enterprise Services Engineers, partners, 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.

This position follows the Company’s hybrid schedule, which currently requires employees to work in the office at one of the following locations a minimum of three days per week:
Bellevue, WA or Emeryville, CA.

• Drive and communicate value for our State, Local Government, and Higher Education (SLED) customers by aligning Tanium capabilities to desired customer outcomes
• Contribute to world-class retention and expansion by partnering with teammates across functional areas to create paths to full platform adoption, identify areas to expand usage or capabilities, and identify potential risks to customer renewals
• Build and maintain executive and administrative customer relationships within SLED organizations, ensuring Tanium aligns to their mission, compliance requirements, cybersecurity mandates, and operational priorities
• Apply your experience with large, decentralized organizations and hybrid environments to strategically guide implementation, adoption, and utilization across multiple departments in the customer’s environment
• Solidify Tanium as a System of Record for various functional IT disciplines within customer environments through established trust of data, time to value, increased ROI, and business outcome achievements
• Facilitate the planning, coordination, development, and execution of Executive Business Reviews aimed at defining customer business objectives, aligning to strategic initiatives, communicating Tanium value, and developing long-term Customer Success Plans
• Collaborate across functional areas within Tanium, including Global Support, Escalation, Product, and Engineering teams, to drive the development of Tanium solutions based on customer needs
• 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 with product and engineering, support center, and the rest of the account team
• Ensure customer success, leading to world-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
• Perform activities and data management that help 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

• BA/BS or equivalent experience preferred

• 7+ years of experience in Customer Success, Account Management, Sales, Renewals, or Service Management/Professional Services, preferably within a SaaS business model
• Experience in one or more of the following technical domains:
  Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems…