RVP, Customer Success

Summary

Join Tanium's Customer Success team as a Regional Vice President and lead a team focused on driving exceptional customer service and value realization. You will develop and implement regional customer success strategies, ensuring customer adoption of the Tanium platform. Responsibilities include supervising multiple accounts, managing churn risk, and collaborating with cross-functional teams. Data-driven decision-making and fostering a high-performance culture are key aspects of this role. You will identify expansion opportunities and contribute to revenue growth. This position requires proven experience in customer success, strong leadership skills, and a deep understanding of enterprise customer needs.

Requirements

• BA/BS or equivalent experience
• Proven experience working with enterprise customers, demonstrating an ability to understand their complex business needs and challenges and aligning them with solutions that deliver measurable outcomes
• Proven ability to coach and develop talent to improve their performance, strategic thinking, and ability to manage complex enterprise relationships
• Demonstrated ability to navigate ambiguity and adapt to changing strategies, particularly in GTM transformations
• Track record of success in driving customer retention, satisfaction, and expansion in a SaaS environment, with experience leading strategic enterprise-level engagements
• Strong analytical skills, with the ability to use data to guide decision-making and drive continuous improvement initiatives

Responsibilities

• 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

Preferred Qualifications

• 8 plus 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 Management, Utility Scripting (bash, PowerShell, VBScript, Python)
• Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules
• 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

Benefits

• Medical, dental and vision plan
• Family planning benefits
• Health savings account
• Flexible spending account
• Transportation savings account
• 401(k) retirement savings plan with company match
• Life, accident and disability coverage
• Business travel accident insurance
• Employee assistance programs
• Disability insurance
• Other well-being benefits
• Equity awards
• 5 days set aside as volunteer time off (VTO)