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 the C-Suite 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

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 API's + how they function

Customer Success Manager

Key skills