Senior Customer Success Manager

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity.

This is a remote position that must be based in EST.

Core Responsibilities:

The Senior Customer Success Manager role will play a critical part in the exciting growth trajectory of Tines. As an automation platform, the more the customer automates, the more value they achieve and deliver to their business.

Your role will be to drive strategic success planning and engagement across an assigned set of Tines’ enterprise accounts. You will foster champions in these accounts and support and empower your customers across the customer journey—from onboarding to ongoing adoption, through expansion and renewal.

Success in this role will entail developing an understanding of the customer’s current state (teams, processes, tools, current usage of Tines), their strategic initiatives, and aligning with executive and key stakeholder goals and priorities. You will effectively orchestrate across both customer and internal teams to bring to bear internal resources (Customer Success Engineers, Sales, Product, CS Leadership, etc.) to tailor messaging and recommendations to the customer’s specific needs and identify future-state opportunities for automation, additional feature usage, or recommend maturity of process within the customer’s organization.

You will develop Success Plans to help customers drive an automation plan and roadmap, and you will partner closely with Sales teams to deliver customer Executive Business Reviews and Quarterly Business Reviews (QBRs).

Alongside expansion within existing teams, you will play a crucial part in our strategy to expand outside of security teams into other functions where automation potential exists, such as: IT, HR, Product/Engineering, and Operations. You will become a trusted advisor and subject matter expert on the Tines product, helping to build customer advocacy.

At the same time, you will provide feedback to our Product and Engineering teams, helping us shape the future of the product. This role partners closely with Sales, Professional Services, Product teams, Customer Success Engineers, and other internal teams in pursuit of driving deeper partnerships and successful customer outcomes in these accounts.

Key Responsibilities:

• Aligning with customer stakeholders in Tines’ higher-spend and more strategic/enterprise accounts to ensure stakeholder alignment and value delivery along the customer journey—from onboarding through renewal.
• Orchestrating a first-class onboarding experience with a Customer Success Engineer to ensure customer use cases are delivered on time and users have the knowledge and skills to build and automate in the platform.
• Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer.
• Identifying issues impacting customers and providing thought leadership in finding solutions, recommending process streamlining through automation.
• Coordinating onboarding and business reviews to evaluate performance, align with customer priorities, drive an automation plan/roadmap, and locate new opportunities for usage and expansion.
• Partnering with internal teams to build success plans and account plans, aligning customer needs with use cases to increase platform usage/adoption/features, and presenting outcomes to executive stakeholders (VP/C-Suite level alignment).
• Proactively identifying risks to customer goal achievement and working with CSE/PM teams and CS leadership to develop and drive a comprehensive risk mitigation plan.
• Developing and driving a renewal plan and delivering a strategic message to customer users/analysts, management, and the C-Suite on the value of Tines and strategic recommendations for the account.
• Translating technical customer needs to internal technical teams and delivering feedback to the Product team on new feature requests and enhancements to shape and improve the platform.

Qualifications:

• 8 or more years of experience in a technical account management, customer success, or post-sales role at a technology company.
• Experience with a SaaS solutions offering for technical teams (cybersecurity, DevOps, IT, other).
• Experience asking questions to uncover problems, locate new opportunities, and translate technical requirements to internal teams and partners.
• Knowledge of solving complex problems by utilizing internal resources and engaging management or leadership when necessary.