Senior Customer Success Manager - East

Tines is an intelligent workflow automation platform that helps organizations integrate systems and drive business results. The Senior Customer Success Manager will lead strategic success planning and engagement for enterprise accounts, guiding customers from onboarding through adoption, expansion, and renewal while fostering executive relationships and customer advocacy. The role will also coordinate internal teams, identify automation opportunities, mitigate customer risks, and provide product feedback to improve the 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:

• This is a remote position that must be based in EST
• 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