Director Of Customer Success, Northeast

Tanium Richmond , VA 23234

Posted 8 months ago

The Basics:

The primary goal of the CSM team is to ensure our customers derive maximum value and utilization from our technology and services such that they renew, expand and become advocates for us in the marketplace. CSMs need to champion Tanium within the customer's organization and ensure we deliver on the promises and potential of our technology. CSMs complement the existing Sales and TAM teams on accounts by providing a proactive, programmatic and long term vision of the customer's journey with consumption, value and retention at the core of that journey. This is an exciting opportunity to join a function in its infancy, taking the best of Customer Success externally and re-imagining it in the way that only Tanium can.

What you'll do:

  • Supporting TAMs and Sales teams on individual accounts, many of which are the largest and most complex organizations in the world

  • With the full support and collaboration of the TAM and Sales lead, the CSM is expected to own the following;

  • An Account Engagement plan from which the Account Team can collaborate. CSMs own portions of the plan and will be expected to ensure other groups effectively contribute

  • A collaborative and strategic customer roadmap and plan for the months and years ahead

  • An evolving set of clearly articulated and documented use cases centered around ROI, efficiency and business change

  • A clear ROI process which is executed and validated at key points in the journey

  • Driving maximum integration of Tanium into business processes and controls in order to achieve ROI and efficiency goals. In achieving this, CSMs are expected to understand and support technical integration of Tanium into our customer's toolchains and environments

  • The planning and execution of regular and appropriate strategically-focused Executive Business Reviews, alongside the TAM, Sales and Executive team

  • Tracking the health of assigned accounts and, where appropriate, implementing formal improvement plans

  • Assisting on other account level activities such as stakeholder mapping, maturity modelling, enhancement tracking, renewal and expansion tracking and reporting

  • Where appropriate, ensuring our customers are actively engaged with the wider Tanium business, be it Marketing, Product Management or our Executives

  • Assisting and owning practice development projects to mature both the CSM and wider TAM functions

  • Contribute to documentation efforts, both internally and publically facing

  • Maintain a broad understanding of all aspects of the Tanium solution

  • Where needed participating in activities more aligned to TAMs, in particular QA activities internally, or Platform demonstrations in pre-sales

  • Expected to travel 30% of the time on average

We're looking for someone with:

  • Education

  • BA/BS or equivalent experience required

  • MA preferred

  • Experience

  • 5+ years in Customer Success or technical discipline required

  • Service Management, Professional Services or Consulting backgrounds preferred

  • Other

  • Obsession over value and return on investment

  • Technically astute. Able to understand majority of large enterprise IT concepts

  • Consultative mindset combined with project based execution approach

  • Interest in solving the toughest IT problems faced by organizations today

  • Thrives in a fast paced, currently loosely defined and constantly evolving environment

  • World class customer facing and interpersonal skills; professional, insightful, value-driven

  • Excellent organizational abilities

  • Team player

  • Willingness to always go above and beyond for the customer

  • 'Healthy paranoia' mindset

  • Ability to install and configure a variety of software solutions preferred

  • Comfort across operating systems commonly found at large organizations preferred

  • Familiarity with general networking and database concepts preferred

  • Intuitive listener with ability to translate and communicate customers priorities, business objectives, process and operational challenges into proposed solutions using Tanium

About Tanium

At Tanium, we empower the world's largest organizations to manage and protect their mission-critical networks. There's a reason why 6 of the top 10 retailers, 12 of the top 15 US banks, and 4 of the US Armed Forces use Tanium. We provide lightning-fast capabilities at their fingertips to see everything and do anything across their computer networks with unparalleled scale.

We pride ourselves on being unstoppable in the pursuit of our mission. We are diverse problem solvers driven to do the right thing and win as a team.

Join our team at

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Director Of Customer Success, Northeast