Senior Customer Success Manager

Your Role:

The Senior Customer Success Manager (Sr. CSM) acts as a trusted advisor for strategic accounts, driving customer retention, expansion, and satisfaction. Building on foundational customer success practices, the Sr. CSM takes ownership of complex accounts, proactively addressing adoption challenges and delivering measurable business outcomes. This role leverages advanced knowledge of Tenable’s product suite to develop tailored strategies that align customer goals with organizational solutions. The Sr. CSM collaborates across internal teams to resolve escalations, guide advanced product adoption, and ensure alignment between customer objectives and business priorities.

Your Opportunity:

• Lead the onboarding process for high-value or complex accounts, ensuring a seamless transition and establishing a strong foundation form success.
• Build and maintain strategic relationships with senior stakeholders, acting as a trusted advisor to align customer goals with organizational solutions.
• Own and execute renewal and expansion strategies by applying the
• MEDDPICC sales methodology, while using metrics like adoption rates and
• customer satisfaction scores to monitor success and refine approaches.
• Proactively monitor customer health metrics to identify risks, mitigate challenges, and implement advanced adoption strategies aligned with customer goals.
• Leverage advanced technical knowledge of Tenable’s product suite to design and implement tailored adoption strategies, ensuring alignment with the objectives of high-value or complex accounts.
• Advocate for customers internally by capturing and communicating
• feedback to influence product roadmaps, service enhancements, and business
• priorities.
• Collaborate with cross-functional teams, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and Support, to align efforts and deliver impactful customer outcomes.
• Mentor Associate and Customer Success Managers, providing guidance on best practices, professional growth, and adoption strategies.
• Contribute to refining customer success frameworks, tools, and processes by providing feedback and actionable insights from the field.
• May perform other duties and responsibilities that management may deem
• necessary from time to time.

What You'll Need:

• BA/BS degree or equivalent work experience, with 8 years in customer-facing roles, including 5 years in account management, sales, or similar positions focused on customer retention, growth, and engagement.
• Proven expertise in managing high-value SaaS or subscription-based accounts, driving adoption and delivering measurable outcomes.
• Strong relationship management skills, with the ability to engage senior stakeholders and align solutions to business objectives.
• Demonstrated success in meeting or exceeding renewal and expansion targets while maintaining high customer satisfaction.
• Deep understanding of Customer Success best practices, including metrics-driven approaches to customer health and adoption.
• Exceptional communication (written and verbal), problem-solving, and time-management skills.
• Proficiency in tools such as Salesforce.com and Google Suite, with the ability to learn new technologies quickly.
• Ability to manage multiple accounts and priorities in a fast-paced, revenue-focused environment.
• Experience mentoring or coaching team members, with a collaborative and team-oriented mindset.
• Willingness to travel occasionally, typically a few times per year, to support customer engagements or attend business events such as Sales Kickoff or training sessions.
• Determine the most effective renewal and expansion strategies for assigned accounts, including which opportunities to prioritize and when to engage internal resources.
• Decide on the appropriate resolutions for complex escalations,
• coordinating with internal teams to ensure timely and satisfactory
• outcomes.
• Prioritize customer adoption initiatives based on health metrics and business goals, selecting the areas of greatest impact to drive success.
• Evaluate and select upsell and cross-sell opportunities to pursue, balancing customer fit and revenue potential.
• Determine which customer feedback to escalate internally and how best to advocate for product or service improvements that align with customer needs.
• Ability to sit and work at a computer for extended periods

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