At Tanium, we care deeply about ensuring we support and advance our customers’ business objectives, and that we continue to offer them value so that they continue to do business with us. The Customer Engagement team is comprised of two teams:

• The Customer Experience (CX) team that works cross functionally to improve the customer lifecycle, gather customer product feedback at scale, and better design the customer experience to reduce sources of friction and potential churn.
• The Customer Engagement team, comprised of proactive, relationship-oriented individuals who work directly with customers to ensure their business outcomes are achieved and that they continue to renew with Tanium.

The Customer Experience Manager will be responsible for planning, prioritizing, and executing projects / programs that improve the customer experience, reduce churn, and maximize net retention. Where there is not a mature process in place, this person will play a key role in methodically incubating one so the business can carefully consider impact and best path forward. At times, they must be able (and willing!) to roll up their sleeves to dive deep in past and present data analysis to identify trends that inform Customer Experience Initiatives. Finally, all responsibilities will require cross-functional collaboration; as such the candidate will need to have strong business partnership skills, demonstrated by the ability to communicate clearly, and build strong relationships outside of their immediate team. 

Bottom line: if you love breaking complex SaaS problems into solvable chunks, logically prioritizing them for maximum efficiency (think Minimum Viable Product but applied to projects), and sharing your conclusions to drive impactful decisions, this could be a great role for you. 

What you’ll do: 

• Join a high-performing, geographically dispersed team to deliver critical insights and operational excellence across Tanium.
• Execute projects and programs, identify trends, and develop best practices related to the customer experience, churn, and net retention
• Incubate new, or improvements to existing, processes in pursuit of company goals
• Partner with Customer Engagement and cross-functional team members (including Sales, Product Marketing, Product Management, Sales Operations, Sales Systems, and others) as a key component of accomplishing the above two points
• Present recommendations and findings to leadership team members
• Support regular and ad-hoc data requests in support of Customer Engagement initiatives
• Proactively identify and communicate business trends to Customer Engagement management

We’re looking for someone with: 

• BA / BS or equivalent experience required
• 4+ years of experience in Customer Success, Project Management, Sales, Renewals, or Service Management / Professional Services, in an enterprise SaaS business model
• Strong organization, project management, and communication skills, with a bias towards experimentation and action
• Orientation to both details and “the big picture”, and the ability to switch back-and-forth depending on audience, goal, deliverable, etc.
• An outcome-focused mindset
• Thrives in an ambiguous, fast-paced, currently loosely defined and constantly evolving environment
• Curiosity, coachability, and an eagerness to learn from a team of passionate, high-octane customer engagement professionals
• Advanced proficiency with Excel
• Experience with Salesforce, Netsuite, PowerBI, Snowflake, Jira, and/or data warehousing is a plus

About Tanium 

Tanium offers an endpoint management and security platform built for the world’s most demanding IT environments. Many of the world’s largest and most sophisticated organizations — including nearly half of the Fortune 100, top retailers and financial institutions, and multiple branches of the U.S. Armed Forces — rely on Tanium to make confident decisions, operate efficiently, and remain resilient against disruption. Tanium has been named to the Forbes Cloud 100 list of “Top 100 Private Companies in Cloud Computing” for five consecutive years and ranks 4th on FORTUNE’s list of the “Best Workplaces in Technology 2020.” 

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. 

Vaccine Mandate

​​​​​​​At Tanium, the health and safety of our employees and the community are our top priority. In our effort to control the spread of Covid-19, Tanium requires that all newly hired employees be fully vaccinated for Covid-19 as of their start date, to the extent allowed by applicable law. If you are unable to get the Covid-19 vaccine due to a medical condition, disability, or sincerely held religious belief, Tanium will engage in the interactive process and consider requests for an accommodation.

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.