RVP, Customer Success

The Basics:

Tanium’s Customer Success function 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 RVP, Customer Success role leads a team that is responsible for 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.  

Note: Candidates with prior federal and/or SLED experience and management experience are preferred. Ability to work west coast time zones is preferred. 

What You'll Do:

• Lead, Mentor, and Scale: Motivate and inspire a team of Customer Success team members focused on driving exceptional service, value realization, and a world-class customer experience. 
• Strategic Vision & Flexibility: Develop and communicate a regional customer success strategy that aligns with evolving GTM strategies and company objectives. Adapt this strategy to address shifting customer needs and internal changes, ensuring consistent success outcomes.  
• Account Ownership: Provide supervision across several customers and partners, with a direct impact on the team’s overall results, through high-visibility, high-touch delivery strategies, technical account plan deployments, and product-level success plans. 
• Risk Identification: Manages churn risk in their region either directly or through their teams by proactively identifying adoption issues, leveraging the Advanced Consulting Engineering (ACE) or Enterprise Services capabilities to address stalled adoption, where appropriate. 
• Navigate Ambiguity: Demonstrate the ability to work through levels of ambiguity as the company transitions through GTM changes. Maintain focus on customer outcomes, ensuring that changes in internal strategy do not disrupt the customer experience.  
• Data-Driven Insights: Establish and monitor key metrics and performance indicators (KPIs) to assess customer health, satisfaction, and product adoption. Use data to make informed strategic decisions and continuously improve the customer experience.  
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure seamless customer journeys, from onboarding to adoption, and to resolve any customer challenges swiftly and effectively. Drive alignment between these teams during GTM transitions.  
• Business and Technical Acumen: 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   
• High-Performance Culture: Cultivate a culture of collaboration, learning, and excellence within the Customer Success team. Provide ongoing coaching, mentoring, and professional development to build a high-performing, customer-centric team.  
• Customer Advocacy: Lead a team of trusted advisors to our most strategic enterprise customers, proactively addressing their challenges, both consultative and technical, and aligning their success with Tanium's solutions. Ensure “multi-threaded” relationships across multiple levels of seniority and cross-functionally. 
• Growth and Expansion: Identify expansion opportunities within existing accounts and collaborate with Sales to develop and execute upsell and renewal strategies that drive revenue growth.  
• Innovative Customer Success Programs: Proactively identify opportunities with the customer through key customer success initiatives such as customer feedback programs, business reviews, and success plans. 
• Industry Leadership: Stay current with customer success best practices, industry trends, and evolving customer needs. Use this knowledge to innovate and develop the Customer Success function at Tanium. 

We're Looking For:

• 4+ years of experience in Customer Success, Account Management, Sales, Renewals, or Service Management / Professional Services, preferably in a SaaS business model 
• Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/ Troubleshooting, Incident Response, Systems Managem