Senior Customer Success Manager - East

Tines is a company founded in 2018 with co-headquarters in Dublin and Boston, focused on delivering intelligent workflow solutions. The Senior Customer Success Manager will drive strategic success planning and engagement across enterprise accounts, fostering champions and empowering customers throughout their journey with Tines' automation platform.

Responsibilities:

• Effectively aligning 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), orchestrating 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
• Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer
• Identifying 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
• Coordinating 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
• Partnering 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 identifying risks to the customer achieving their stated goals, and working with the CSE / PM teams and CS leadership to develop and drive a comprehensive risk mitigation plan
• Developing and driving a renewal plan and delivering a strategic message to customer users/analysts, management, and the C-Suite on the value of Tines and strategic recommendations for the account
• 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

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