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:

• Lead the onboarding process for high-value or complex accounts, ensuring a seamless transition and establishing a strong foundation form success.
• Build and maintain strategic relationships with senior stakeholders, acting as a trusted advisor to align customer goals with organizational solutions.
• 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.
• 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.
• 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.
• 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.
• May perform other duties and responsibilities that management may deem
• necessary from time to time.

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.
• Determine the most effective renewal and expansion strategies for assigned accounts, including which opportunities to prioritize and when to engage internal resources.
• Decide on the appropriate resolutions for complex escalations,
• coordinating with internal teams to ensure timely and satisfactory
• outcomes.
• Prioritize customer adoption initiatives based on health metrics and business goals, selecting the areas of greatest impact to drive success.
• Evaluate and select upsell and cross-sell opportunities to pursue, balancing customer fit and revenue potential.
• Determine which customer feedback to escalate internally and how best to advocate for product or service improvements that align with customer needs.
• Ability to sit and work at a computer for extended periods

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OVERVIEW

The Operations Associate is critical in the store team and is responsible for driving profitability and efficiency. The Operations Associate will work closely with the Operations & Visual Management team in initiating, completing work, and providing feedback to the team to achieve optimal results supporting total store operations.  

Key Job Responsibilities 

• Execute inventory management processes effectively with a focus om maximizing inventory accuracy and reducing shrink
• Investigate and root cause inventory accuracy issues, partnering with the General/Store Manager to escalate process or system gaps
• Support execution of key operational functions including shipment, receiving and processing, reverse transfers, sales floor recovery, intra-day sales floor replenishment, floor set updates, and supply management
• Maintain and champion strong visual standards for the sales floor
• Work closely with reporting, budgets, expenses, inventory control, supplies, vendor relationships, technology, and facilities to ensure maintained and maximized
• Support a safe work environment and efficient operation through strong stockroom standards and processes
• Move dynamically on the retail floor to assess and fulfill the needs of the business, team and guests
• Execute company-level operations-focused directives, projects and initiates, in partnership with the Operations & Visual Management team.  
• Assists in processing shipment and ensuring product flow; including but not limited to visual merchandising placement and daily replenishment excellence
• Demonstrate strong business acumen by leveraging metrics to support business-driving strategies
• Resolve client needs quickly & effectively ensuring customer satisfaction
• Identify product concerns and communicate inventory needs to support the business goals
• Duties require constant movement in and around the store, including the sales floor and back of house. When not actively assisting guests, this position takes initiative to perform other tasks, as needed, to keep store clean, safe, inviting and operating efficiently. 

Operations Associate Qualifications 

• 1+ years prior work experience in a client-centric, sales & operational environment
• Requires constant movement in and around all areas of store
• Ability to lift, push, carry or otherwise move up to 50 pounds
• Ability to lift, bend, kneel, climb, crawl and/or twist, and safely climb up/down a ladder
• Ability to stand and move for an entire shift
• Passion for customer service and delivering exceptional experiences
• Self-motivated with a desire to achieve results and excel individually, and as a team
• Aligns with and embodies ALO’s Guiding Principles  

 Operations Associate Schedule 

Part-Time non-exempt associates are expected to work up to 30 hours per week, based on the needs of the business, for a shift minimum of 4 hours. Full-Time non-exempt associates are expected to have open availability, 7 days a week, between 32 - 40 hours. All employees without exception are expected to be able to work during the company’s Blackout period, from the week of American Thanksgiving (including Black Friday and Thanksgiving weekend) through the end of the holiday season (the 1st week of January). 

As an Equal Opportunity Employer, ALO does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state, or local law. 

JUST SOME OF THE PERKS 

• Generous employee discount for ALO, and free membership to ALO Wellness Club, with access to hundreds of streaming fitness and yoga classes with top instructors
• Competitive medical, dental and vision plan options, and enhanced additional benefits such as free virtual access to mental health providers and new parent support for employees and dependents (Full-Time Employees)
• Monthly Store Incentives
• Clothing Allowance
• Free yoga classes at any of our Sanctuaries (select cities)

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