Customer Success Manager

Summary

Join Tines as a Customer Success Manager and play a key role in the company's growth. You will drive customer adoption of the automation platform, ensuring they realize its full potential. Responsibilities include leading onboarding, managing business reviews, and expanding usage across customer teams. You will act as a trusted advisor, translating customer needs to internal teams and providing product feedback. This remote role, based anywhere in Ireland, requires close collaboration with sales, support, and marketing teams. Success in this position involves proactively identifying risks, developing renewal plans, and managing a book of business to drive expansion strategies. You will also contribute to shaping the future of the Tines product.

Requirements

• 3-5 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 how to solve complex problems by utilizing internal resources and when to engage management or leadership
• Knowledge of API's + how they function

Responsibilities

• Leading the Customer Success function to support the key phases of the customer journey: onboarding, adoption/value conversations, business reviews and renewal
• Leading a first-class onboarding experience and ensuring customer use cases and requirements are met in the specified timeline
• 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
• Coordinating onboarding and business reviews to evaluate performance, learn about the customers priorities, and locate new opportunities to promote expansion within existing and new teams
• Partnering with internal resources to build account plans and align customer needs with use cases to increase platform usage
• Proactively identify risks to the customer achieving their stated goals, and work with the CSM / PM teams to develop and drive a comprehensive risk mitigation plan
• Identifying issues that impact customers and/or challenges in the business and are able to provide thought leadership in finding a customer solution or assist in co-development of process improvement, programs and/or assets
• Developing and driving a renewal plan and delivering a strategic message to analysts, management, and executive stakeholders on the value of Tines and next steps for the account
• Review account dashboards, metrics, log-ins, and use cases to determine the health of the customer
• Manage a book of business by evaluating data indicators and health of accounts to drive renewals and expansion strategies