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:

• Serve as the primary point of contact for assigned MSSP partners, building and maintaining strong, trusted relationships
• Understand partner business models and align solutions to meet their needs.
• Act as a liaison between MSSP partners, distributors and internal teams to ensure seamless communication and support
• Drive MSSP partner engagement and sales growth by educating MSSP partners on products (Tenable.one, CS, Vulcan), services, and value propositions
• Provide training, resources, and tools to enhance partner capabilities and sales performance
• Collaborate with MSSP partners to develop joint business plans and strategic initiatives
• Performance Monitoring and Reporting - track MSSP partner performance metrics, such as revenue growth, deal registrations, and renewal rates
• Analyze partner performance data and identify areas for improvement or opportunity
• Deliver regular updates and reports to internal stakeholders
• Ensure partners are aware of and aligned with channel programs, incentives, and certifications
• Support the implementation of marketing campaigns and co-marketing efforts with MSSP partners
• Coordinate with cross-functional teams to streamline processes and enhance MSSP partner experience
• Stay up-to-date on cybersecurity trends, market demands, and competitive landscape
• Share market intelligence with internal teams to shape strategy and product development
• Responsible for renewing and expanding revenue within given client base
• Responsible for forecasting and achieving Quarterly & Annual Revenue Targets
• Manage a book of Tenable’s most strategic MSSPs and high profile clients and support the MSSP Mid Market
• Provide a consultative solutions sales process to clients
• Conducts one-on-one and group sales presentations
• Lead the Responsible for onboarding process for clients, assisting with client adoption, maintaining client satisfaction through consistent value added communications and meetings
• Collaborate Work closely with designated MSSP and Account Management team (Channel Manager, TM, SE, etc.)  to maintain client health and drive expansion opportunities
• Act as an internal liaison with Support, Product, and Marketing to serve as the voice of the customer
• Create expansion opportunities through in-depth conversations and relationship building
• Provide insights to both MSSP clients and internal team for continuous improvement and optimization
• Leverage data and analytics to assess accounts health, identify trends and provide strategic recommendations

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

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