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 Director, Customer Success Engineering role represents highly experienced and high-performing Customer Success team members, able to independently deliver on the day-to-day operations of the region, track issues, and solve the concerns of our most strategic customers.

What You'll Do:

• Mentorship and Coaching: As a highly experienced member of the Customer Success team, mentor and coach other Customer Success team members to continually up-level the capability and provide exceptional service, value realization, and a world-class customer experience.

• Strategic Vision & Flexibility: Support the development of 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: Oversee several of our most strategic customers and partners, with a direct impact on the team’s overall results, through high-visibility, high-touch delivery strategies, technical account plan deployments, Executive Business Reviews, and product-level success plans.

• Risk Identification: Manage churn risk in the region by proactively identifying adoption issues and escalating to the RVP, when necessary. Able to determine when the Advanced Consulting Engineering (ACE) or Enterprise Services capabilities are needed to address stalled adoption.

• 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: 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

• Customer Advocacy: Serve as a trusted advisor for 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:

• Education:
  • BA/BS or equivalent experience preferred

• Experience Preferred:
  • 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
  • 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.
  • 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

• 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 –15% or more within regional territory
  • Onsite / customer-located work as deemed necessary by the customer and/or account team

About Tanium

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visit www.tanium.com and follow us on LinkedIn and X.

On a mission. Together.

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.

Taking care of our team members

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.

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