Senior Customer Success Manager - Federal

The Senior Customer Success Manager (Sr. CSM) at Tenable acts as a trusted advisor for strategic accounts, driving customer retention, expansion, and satisfaction.

About the role

• Build and maintain strategic relationships with senior stakeholders, acting as a trusted advisor to align customer goals with organizational solutions.
• Leverage advanced technical knowledge of Tenable’s product suite to design and implement tailored adoption strategies, ensuring alignment with the objectives of high-value or complex accounts.
• Mentor Associate and Customer Success Managers, providing guidance on best practices, professional growth, and adoption strategies.
• Contribute to refining customer success frameworks, tools, and processes by providing feedback and actionable insights from the field.

Responsibilities

• Lead the onboarding process for high-value or complex accounts, ensuring a seamless transition and establishing a strong foundation for success.
• Own and execute renewal and expansion strategies by applying the MEDDPICC sales methodology, while using metrics like adoption rates and customer satisfaction scores to monitor success and refine approaches.
• Proactively monitor customer health metrics to identify risks, mitigate challenges, and implement advanced adoption strategies aligned with customer goals.
• Advocate for customers internally by capturing and communicating feedback to influence product roadmaps, service enhancements, and business priorities.
• Collaborate with cross-functional teams, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and Support, to align efforts and deliver impactful customer outcomes.

Requirements

• 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.
• Able 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.

Qualifications

• 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.

Skills

• Advanced technical knowledge of Tenable’s product suite.
• Strategic account management.
• Customer relationship management.
• Collaboration and teamwork.
• Problem-solving and time-management.

Benefits

• Comprehensive and competitive benefits including medical, dental, vision, disability and life insurance; 401(k) retirement savings with company match; an employee stock purchase plan; an employee referral program; flexible spending accounts; an Employee Assistance Program (EAP); education assistance; parental leave; paid time off (PTO); company-paid holidays; health and wellness events; and community programs.

Pay

• The base pay range for this position is $38.70—$51.52 USD.
• Candidates are also eligible for variable compensation in addition to base pay (commission for sales roles, bonus for non-sales roles), depending on company and individual performance.

Schedule

• This role is full-time.