Senior Manager, Customer Success

Summary

Join Tines as a Senior Manager, Customer Success and play a pivotal role in managing strategic accounts and setting the overall success strategy. You will lead a team of Customer Success Managers, driving operational excellence and continuous improvement. Responsibilities include monitoring key performance indicators, partnering with sales for expansion and renewals, and coaching team members. This remote role, based in PST, MST, or TX, requires 10+ years of customer success management in SaaS and 5+ years managing a Customer Success portfolio. Success in this role demands strong operational excellence, technical savvy, and proven leadership qualities. The target annual compensation is $203-230K OTE.

Requirements

• 10+ years of customer success management at a SaaS enterprise software company
• 5+ years of experience managing and running a Customer Success portfolio with direct oversight of a team of Customer Success Managers
• Strong operational excellence with a focus on process improvement. Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks
• Technical savvy, preferably with experience in Enterprise SaaS Software in the IT or Security space
• Analytical and problem-solving mindset, excellent communication skills, and a strong collaborator in working across various teams and functions
• Demonstrated leadership qualities, including coaching and mentoring high-performing teams
• Proven track record of strategic engagement with Fortune 500 companies
• Ability to thrive in a growth-oriented, dynamic environment
• Applicants for this opportunity must be authorized to work for any employer in the U.S

Responsibilities

• Lead a team of Customer Success Managers, fostering growth and driving operational excellence across the team; leading a culture of continuous improvement
• Driving process and programs across the customer lifecycle to improve customer outcomes, usage and adoption, and achieve value/business impact based on customer needs
• As a Portfolio Leader, monitor key performance indicators, including Customer Health, risk factors and expansion signals, focusing on growth and expansion within the Strategic/Enterprise book of business
• Partner with sales teams to execute strategies for expansion and renewals across the portfolio. Develop a point of view to coach CSM’s on account and success plans to drive adoption and grow ARR within the portfolio of accounts
• Coach and mentor team members to develop more consultative approaches and executive alignment to deliver tailored success and adoption plans and onsite adoption workshops
• Collaborate on talent retention strategies, encompassing career pathing, promotions, coaching and mentoring and training
• Shape and evolve the engagement model for the Strategic/Enterprise CSM role, including helping to define customer engagement strategies, business review readouts, workshops, and ongoing alignment with customers
• Collaborate with cross-functional teams including CS extended teams, go-to-market teams, Partner Managers, Product teams, and SalesOps

Benefits

Target Annual Compensation: $203-230K OTE