Customer Success Manager II

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Assist in critical stages of the customer journey, which encompasses onboarding, value discussions, business reviews, and renewals.

• Spearhead exceptional onboarding experiences while ensuring that customer use cases and requirements are fulfilled within designated timelines.

• Convey technical customer requirements to internal technical teams.

• Provide feedback to the Product team regarding feature requests and enhancements.

• Organize onboarding sessions and business reviews to assess performance, comprehend customer priorities, and pinpoint expansion opportunities.

• Collaborate with internal resources to formulate account plans and align customer needs with relevant use cases.

• Recognize customer risks and devise thorough risk mitigation strategies.

• Detect issues affecting customers and offer thought leadership on potential solutions or process enhancements.

• Formulate and implement renewal strategies while communicating Tines' value to analysts, management, and executive stakeholders.

• Analyze account dashboards, metrics, log-ins, and use cases to evaluate customer health.

• Oversee a portfolio of business accounts and utilize account health indicators to drive renewal and expansion initiatives.

• Collaborate with Sales, Support, Marketing, Product, Engineering, and other internal teams.

⛳️ Requirements

• Over 5 years of experience in a technical account management, customer success, or post-sales position within a technology firm.

• Familiarity with SaaS solutions tailored for technical teams, such as cybersecurity, DevOps, or IT.

• Proven experience in asking insightful questions to identify problems and discover new opportunities.

• Capability to translate technical specifications to internal teams and partners.

• Acquainted with addressing complex challenges using internal resources and recognizing when to involve management or leadership.

• Understanding of APIs and their functionalities.

🏝️ Benefits

• Equal employment opportunities for all employees and applicants.

• A company culture that fosters individual curiosity, growth, and integrity.

• Opportunities for learning and professional development.