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. This customer facing role will be responsible for customers each having thousands of endpoints running the Tanium platform and solutions. The successful candidate will be able to manage a significant set of customers and use data and qualitative feedback to decide how best to engage resources to drive desired results.     

What You'll Do:

• Ensure successful business outcomes for customers that lead to world-class retention and expansion for Tanium by collaborating with an account team of Sales, Solution Engineers, Domain Architects, and more 
• Work with senior team members to understand the unique complexity and segmentation of the 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 
• Develop and maintain the necessary relationships with customers to ensure alignment to their business needs 
• Identify where Tanium can be further integrated into customer business processes and controls to increase ROI and expand into new solution areas 
• 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, and updating internal data systems such as Salesforce and/or Gainsight 
• Support strategically focused Executive Business Reviews, alongside Sales, Solution Engineers, and wider account team members 
• Contribute to internal practice development efforts to continually drive maturity and improvement of our Customer Success function 
• Maintain a strong understanding of all aspects of the Tanium solutions and their value to customers 

We're Looking For:

Education: 

• • BA/BS or equivalent experience preferred 

Experience: 

• 5 plus years of experience in Customer Success, Account Management, Sales, Renewals, or Service Management / Professional Services, preferably in a SaaS business model 
• Has demonstrated consulting and project management skills, experience with building strategic relationships that drive business value for customers 
•  Working knowledge of endpoint technology and the areas of major business outcomes for a CIO 
• 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% 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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