Customer Success Manager II

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

📋 Description

• Leading an exceptional onboarding experience while ensuring that customer use cases and requirements are fulfilled within the designated timeline.

• Converting technical customer needs into actionable insights for internal technical teams and providing feedback to the Product team regarding new feature requests and enhancements to refine and elevate the platform.

• Organizing onboarding sessions and business reviews to assess performance, understand customer priorities, and identify fresh opportunities for promoting expansion within both existing and new teams.

• Collaborating with internal resources to create account plans and align customer requirements with use cases to enhance platform utilization.

• Proactively recognizing risks that may prevent customers from achieving their defined goals, and collaborating with the CSM/PM teams to formulate and implement a comprehensive risk mitigation strategy.

• Identifying challenges that affect customers or business operations, providing thought leadership in developing customer solutions, or assisting in the co-development of process improvements, programs, and/or assets.

• Crafting and executing a renewal strategy while conveying a strategic message to analysts, management, and the C-Suite regarding the value of Tines and the next steps for the account.

• Analyzing account dashboards, metrics, log-ins, and use cases to assess the health of the customer.

⛳️ Requirements

• A minimum of 3 years of experience in a technical account management, customer success, or post-sales role within a technology company.

• Familiarity with SaaS solutions tailored for technical teams (cybersecurity, DevOps, IT, etc.).

• Proven experience in asking insightful questions to uncover challenges, identify new opportunities, and translate technical requirements to internal teams and partners.

• Understanding of APIs and their functionality.

🏝️ Benefits

• Options for remote work.