Senior Customer Success Manager

Summary

Join Tines as a Senior Customer Success Manager and play a pivotal role in our growth. This remote, West Coast-based position focuses on driving strategic success planning and engagement with enterprise accounts. You will foster customer champions, support them throughout their journey, and develop success plans to guide their automation roadmap. You'll collaborate with internal teams, identify new automation opportunities across various departments, and provide valuable product feedback. Success involves aligning with customer stakeholders, ensuring value delivery, and orchestrating a first-class onboarding experience. You will also proactively identify risks, develop mitigation plans, and drive renewals.

Requirements

• 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 how to solve complex problems by utilizing internal resources and when to engage management or leadership
• Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Responsibilities

• Effectively align with customer stakeholders in Tines’ higher-spend and more strategic/enterprise set of accounts accounts to ensure stakeholder alignment and value is being delivered along the customer journey - from onboarding through renewal
• In conjunction with a Customer Success Engineer (technical resource), orchestrate a first-class onboarding experience to ensure customer use cases are delivered in the specified timeline and customer users have the knowledge and skills they need to build and automate in the platform
• Review account dashboards, metrics, log-ins, and use cases to determine the health of the customer
• Identify issues that impact customers and/or challenges in the business and be able to provide thought leadership in finding a customer solution, and to provide recommendations to streamline existing process through automation
• Coordinate onboarding and business reviews to evaluate and review performance, align with customer priorities, drive a automation plan/roadmap, and locate new opportunities to promote usage & expansion within existing and new teams
• Partner with internal teams to build success plans and account plans, align customer needs with use cases to increase platform usage/adoption/features, and present outcomes to executive stakeholders: VP / C-Suite level alignment
• Proactively identify risks to the customer achieving their stated goals, and work with the CSE / PM teams and CS leadership to develop and drive a comprehensive risk mitigation plan
• Develop and drive a renewal plan and deliver a strategic message to customer users/analysts, management, and the C-Suite on the value of Tines and strategic recommendations for the account
• Translate technical customer needs to internal technical teams and deliver feedback to the Product team on new feature requests and enhancements to shape and improve the platform