Senior Customer Success Manager

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

📋 Description

• Drive strategic success planning and engagement for a designated group of Tines’ enterprise accounts.

• Cultivate champions and assist customers throughout the onboarding process, continuous adoption, expansion, and renewal stages.

• Gain insights into customers’ teams, processes, tools, use of Tines, strategic initiatives, and executive priorities.

• Coordinate efforts among customer and internal teams, including Customer Success Engineers, Sales, Product, and Customer Success Leadership.

• Create Success Plans and automation strategies/roadmaps.

• Collaborate with Sales teams to conduct customer Executive Business Reviews and Quarterly Business Reviews (QBRs).

• Promote automation usage beyond security teams to include IT, HR, Product/Engineering, and Operations.

• Establish yourself as a trusted advisor and subject matter expert on Tines products.

• Foster customer advocacy and relay feedback to Product and Engineering teams.

• Align stakeholders and provide value throughout the customer journey.

• Design onboarding experiences and ensure timely delivery of use cases.

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

• Identify customer challenges and suggest process improvements through automation.

• Organize onboarding and business reviews to align priorities and pinpoint expansion opportunities.

• Develop success and account plans, presenting outcomes to VP and C-suite stakeholders.

• Recognize customer risks and formulate risk mitigation strategies.

• Formulate renewal plans and articulate Tines’ value along with strategic recommendations.

• Convert technical customer needs into actionable insights for internal technical teams while providing product feedback.

⛳️ Requirements

• A minimum of 8 years of experience in technical account management, customer success, or a post-sales position within a technology company.

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

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

• Understanding of how to address complex problems by leveraging internal resources and recognizing when to engage management or leadership.

• Candidates must be authorized to work for any employer in the U.S.

• Tines is currently unable to sponsor or take over sponsorship of an employment Visa.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive company culture.