Customer Success Manager

The Customer Success Manager is critical to helping customers receive value from their investment in Tanium and ensuring Tanium maintains its base of high-value, loyal customers.

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.

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
• 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
• 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

Requirements

• Fluency in Japanese is a mandatory requirement for this role
• BA/BS or equivalent experience preferred
• 5+ years of experience in Customer Success, Account Management, Sales, Renewals, or Service Management / Professional Services, preferably in a SaaS business model
• 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)

Who 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