Senior Customer Success Manager

Summary

Join Tines as a Senior Customer Success Manager - MSSP and drive strategic success planning and engagement for Managed Service Providers and Managed Security Service Providers globally. This remote position, based in a major EST or CST metro city, requires aligning with customer stakeholders, working with sales teams for expansion, and orchestrating onboarding experiences. You will review account metrics, identify issues, and provide solutions, coordinating business reviews and developing success plans. The role involves partnering with internal teams, mitigating risks, driving renewal plans, and providing product feedback. This influential role offers the opportunity to shape Tines' product offering based on MSSP customer needs.

Requirements

• 8+ years of experience in in a customer Success, technical account management or post-sales role at a technology company, preferably with a SaaS Security company
• 2+ years of customer success or technical account management experience working directly with MSSP’s
• 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

Responsibilities

• Effectively align with customer stakeholders in Tines’ MSSP set of accounts accounts to ensure stakeholder alignment and value is being delivered along the customer journey - from onboarding through renewal
• Work alongside our Sales teams to drive expansion of Tines within our MSSP customer install base
• 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 is 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

Preferred Qualifications

Experience in a SaaS Security company

Benefits

• Target Annual Earnings (salary + commission): $150-170K
• Remote position