Customer Success Manager

Summary/Objectives

The 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.

The Basics:

This customer-facing role 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. The successful candidate will be able to support a significant set of customers and use data and qualitative feedback to decide how best to engage resources to drive desired results.

Essential Job Functions

• 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

• 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

• 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

• 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

• Maintain a strong understanding of all aspects of the Tanium solutions and their value to customers

We're Looking For: Fluency in Japanese is a mandatory requirement for this role

• 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

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visit www.tanium.com and follow us on LinkedIn and X.

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