Senior Customer Success Manager; Federal Job Boston area,Massachusetts USA,Business

Position: Senior Customer Success Manager (Federal)

The Senior Customer Success Manager (Sr. CSM) acts as a trusted advisor for strategic accounts, driving customer retention, expansion, and satisfaction
Building on foundational customer success practices, the Sr. CSM takes ownership of complex accounts, proactively addressing adoption challenges and delivering measurable business outcomes
This role leverages advanced knowledge of Tenable’s product suite to develop tailored strategies that align customer goals with organizational solutions
The Sr. CSM collaborates across internal teams to resolve escalations, guide advanced product adoption, and ensure alignment between customer objectives and business priorities
Lead the onboarding process for high-value or complex accounts, ensuring a seamless transition and establishing a strong foundation for success
Build and maintain strategic relationships with senior stakeholders, acting as a trusted advisor to align customer goals with organizational solutions
Own and execute renewal and expansion strategies by applying the MEDDPICC sales methodology, while using metrics like adoption rates and customer satisfaction scores to monitor success and refine approaches
Proactively monitor customer health metrics to identify risks, mitigate challenges, and implement advanced adoption strategies aligned with customer goals
Leverage advanced technical knowledge of Tenable’s product suite to design and implement tailored adoption strategies, ensuring alignment with the objectives of high-value or complex accounts
Advocate for customers internally by capturing and communicating feedback to influence product roadmaps, service enhancements, and business priorities
Collaborate with cross-functional teams, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and Support, to align efforts and deliver impactful customer outcomes
Mentor Associate and Customer Success Managers, providing guidance on best practices, professional growth, and adoption strategies
Contribute to refining customer success frameworks, tools, and processes by providing feedback and actionable insights from the field

Benefits

Health:
Comprehensive benefits to support physical and mental wellbeing and family-forming plans
Work/Life Balance:
Generous paid time off with hybrid or remote opportunities available for most positions
Financial Savings and Security:
Retirement plans, employee stock purchase plan (ESPP), equity incentives, life and disability insurance
Professional Development:
Customizable opportunities, including learning courses, mentorship, leadership programs and tuition reimbursement

Qualifications

Demonstrated success in meeting or exceeding renewal and expansion targets while maintaining high customer satisfaction
Strong relationship management skills, with the ability to engage senior stakeholders and align solutions to business objectives
BA/BS degree or equivalent work experience, with 8+ years in customer-facing roles, including 5+ years in account management, sales, or similar positions focused on customer retention, growth, and engagement
Deep understanding of Customer Success best practices, including metrics-driven approaches to customer health and adoption
Willingness to travel occasionally, typically a few times per year, to support customer engagements or attend business events such as Sales Kickoff or training sessions
Proficiency in tools such as and Google Suite, with the ability to learn new technologies quickly
Exceptional communication (written and verbal), problem-solving, and time-management skills
Experience mentoring or coaching team members, with a collaborative and team-oriented mindset
Proven expertise in managing high-value SaaS or subscription-based accounts, driving adoption and delivering measurable outcomes
Ability to manage multiple accounts and priorities in a fast-paced, revenue-focused environment

#J-18808-Ljbffr