Principal Customer Success Manager

Your Role:

The Principal Customer Success Manager (Principal CSM) leads Tenable’s most complex and high-value accounts, driving long-term customer retention, growth, and satisfaction. This role leverages advanced product knowledge and deep industry expertise to address systemic adoption challenges, resolve critical escalations, and deliver measurable business outcomes. Acting as a trusted advisor and customer advocate, the Principal CSM collaborates across internal teams to align solutions with customer objectives and organizational goals. This role contributes to the success of Tenable’s strategic accounts by identifying growth opportunities, recommending product enhancements, and shaping customer success strategies.

Your Opportunity:

• Serve as the strategic lead and primary post-sale point of contact for some of the organization’s most complex and high-value accounts, ensuring alignment between customer goals and organizational solutions.

• Leverage advanced knowledge of Tenable’s product suite to resolve systemic adoption challenges and align solutions with customer-specific and industry-wide objectives.

• Develop and execute renewal and expansion strategies for strategic accounts by applying MEDDPICC sales methodology, using data-driven insights to achieve or exceed retention, revenue, and growth targets.

• Drive systemic adoption improvements by identifying and addressing advanced challenges, ensuring customers achieve long-term success with Tenable’s solutions.

• Act as a customer advocate by capturing actionable feedback and recommending product and service enhancements to align with customer needs and strategic goals.

• Conduct strategic discovery sessions with senior customer stakeholders to uncover high-value opportunities and align solutions with evolving business objectives.

• Collaborate with cross-functional teams, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and Support, to align efforts and resolve systemic challenges that impact customer success.

• Lead the corridation of critical escalations, engaging appropriate teams to drive the most effective solutions to protect customer satisfaction and revenue.

• Share best practices and support team collaboration, fostering a high-performing and customer-focused culture.

• Contribute to the refinement of customer success frameworks, tools, and processes by providing leadership, insights, and actionable feedback.

• Expected to travel up to 25% of the time, depending on business needs.

• Define and execute renewal and expansion strategies for the most complex and high-value accounts, ensuring alignment with customer goals and organizational priorities.

• Identify and prioritize upsell and cross-sell opportunities, tailoring recommendations to meet customer needs and deliver measurable outcomes.

• Lead resolutions for critical escalations, determining the most effective cross-functional solutions to protect customer satisfaction and revenue.

• Decide on tailored customer success strategies to address advanced adoption challenges and drive sustained business results.

What You'll Need:

• BA/BS degree or equivalent work experience, with 12+ years in customer-facing roles, including 7+ years in account management, sales, or similar positions with a strong focus on managing complex, high-value accounts.

• Deep understanding of the client’s industry, business processes, and specific challenges, with the ability to align product solutions to desired outcomes.

• Advanced knowledge of Customer Success best practices, including strategies for adoption, utilization, retention, and measurable business outcomes.

• Demonstrated ability to leverage technical knowledge and product mastery to solve complex challenges and provide tailored solutions.

• Strong analytical skills, with the ability to translate customer data into actionable insights and strategies.

• Proven track record of meeting or exceeding revenue goals through upsell, cross-sell, and renewal strategies.

• Exceptional relationship-building and communication skills, with the ability to influence senior stakeholders and collaborate across functional teams.

• Experience mentoring and coaching team members, fostering a culture of collaboration and continuous improvement.

• Proficiency with tools such as Salesforce.com and Google Suite, with the ability to adapt quickly to new systems and technologies.

• Ability to manage multiple high-priority accounts and initiatives in a fast-paced, customer-focused environment while maintaining a strategic perspective on business goals.

• Ability to sit and work at a computer for extended periods of time

• Office presence in line with Tenable policy - currently 2 days per week in Staines, London. 

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