Senior Customer Success Manager

Job description

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
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