Customer Success Manager Commercial

Your Role:

The Customer Success Manager executes foundational customer success strategies to ensure customer satisfaction, drive product adoption, and help customers achieve their business goals. This role focuses on building and maintaining strong customer relationships, providing proactive support, and driving measurable outcomes such as improved customer health, retention, expansion and satisfaction. Leveraging a strong understanding of Tenable’s product suite, the Customer Success Manager delivers value-driven solutions, articulates product benefits, and ensures successful adoption and utilization.

Your Opportunity:

• Build and nurture trusted advisor relationships with assigned customers, ensuring solutions deliver measurable value and align with their business objectives.
• Lead customers through the onboarding process, creating a seamless and impactful experience that sets the foundation for long-term success.
• Meet or exceed renewal and expansion targets by fostering customer loyalty and satisfaction through proactive engagement and relationship management.
• Monitor customer health metrics and adoption trends, leveraging data insights to proactively address risks and implement tailored strategies that enhance product utilization and value realization.
• Conduct discovery conversations to identify customer goals, pain points, and success criteria, ensuring solutions align with their unique needs.
• Develop and maintain a strong foundational understanding of Tenable’s product suite, including its core features and benefits, to effectively articulate value and drive adoption for customers.
• Collaborate cross-functionally with internal teams (e.g., Territory Managers, Sales Engineers) to address customer needs and identify upsell opportunities.
• Serve as the primary point of contact for account escalations, managing resolutions to ensure positive customer outcomes.
• Determine the most effective strategies to engage customers and ensure retention, satisfaction, and successful renewals and expansion.
• Evaluate and prioritize upsell and cross-sell opportunities, collaborating with internal teams to align with customer goals and timing.
• Decide on the appropriate actions to address risks and adoption challenges based on customer health metrics, including when to escalate issues.
• Determine when and how to escalate complex issues or risks to internal stakeholders to ensure timely resolution.

What You'll Need:

• BA/BS degree or equivalent work experience, with 5+ years in customer-facing roles, including 3+ years in account management, sales, or similar positions focused on customer retention, growth, and engagement.
• Proven experience working with SaaS (Software as a Service) or subscription-based solutions, including driving adoption and delivering measurable customer outcomes.
• Strong relationship management skills with the ability to serve as a trusted advisor, uncover customer goals, and align solutions to business objectives.
• Demonstrated success in meeting or exceeding renewal and expansion targets while maintaining high customer satisfaction.
• Analytical mindset with experience leveraging customer data and insights to proactively address challenges and improve adoption.
• Exceptional verbal and written communication skills, with the ability to effectively collaborate cross-functionally and influence internal and external stakeholders.
• Proficiency with tools such as Salesforce.com and Google Suite, with the ability to quickly adapt to new systems and processes.
• Strong organizational skills with the ability to prioritize, multitask, and thrive in a fast-paced, revenue-driven environment.
• Familiarity with customer success methodologies and best practices for driving customer satisfaction, adoption, and retention.
• Willingness to travel once per year for company events, such as the Sales Kickoff or training sessions.
• Ability to sit and work at a computer for extended periods
• Office presence in line with Tenable policy - currently 2 days per week in Staines, London.
• Travel requirements details in the Knowledge, Skills and Experience section

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