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Tines · 18 hours ago

Senior Customer Success Manager - West

United States

Full-time

Remote

Senior Level, Lead/Staff

$150K/yr - $170K/yr

8+ years exp

Tines is a company founded in 2018 that provides an intelligent workflow platform powered by AI and automation. The Senior Customer Success Manager will be responsible for driving strategic success planning and engagement across assigned enterprise accounts, fostering customer relationships, and ensuring successful onboarding and adoption of Tines' automation solutions.

Artificial Intelligence (AI)Cyber SecurityData IntegrationEnterprise SoftwareSecuritySoftware

Growth Opportunities

No H1B

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

Qualification

Technical account managementCustomer success managementSaaS solutions experienceStakeholder alignmentProblem-solving skillsCustomer advocacyCommunication skillsTeam collaboration