[Hiring] Customer Success Manager II @Tines

Role Description

The Customer Success Manager role will play a critical part in the exciting growth trajectory of Tines. As an automation platform, the more the customer automates, the more value they see. Your role will be to drive adoption and expand the usage across the customer base, ensuring that our customers realise the full potential of the platform.

• Support customers from onboarding to ongoing support to expansion and renewals.
• Become a trusted advisor and subject matter expert on the Tines product.
• Help foster champions within the customer who will identify automation opportunities across their organization.
• Provide feedback to Product and Engineering teams to help shape the future of the product.
• Partner closely with Sales, Support, Marketing, and other internal teams.

Location: This is a remote role that can be based anywhere in Ireland.

What you will be doing:

• Supporting the key phases of the customer journey: onboarding, adoption/value conversations, business reviews and renewal.
• 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.
• Coordinating onboarding and business reviews to evaluate performance, learn about the customers' priorities, and locate new opportunities to promote expansion.
• 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 a comprehensive risk mitigation plan.
• Identifying issues that impact customers and providing thought leadership in finding solutions or assisting in co-development of process improvements.
• Developing and driving a renewal plan and delivering a strategic message to stakeholders on the value of Tines and next steps for the account.
• Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer.
• Managing a book of business by evaluating data indicators and health of accounts to drive renewals and expansion strategies.

Qualifications

• 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 how to solve complex problems by utilizing internal resources and when to engage management or leadership.
• Knowledge of APIs and how they function.
• Knowledge of a second European language is an advantage, but not essential.

Benefits

• Equal employment opportunities to all employees and applicants for employment.
• Support for individual curiosity, growth, and integrity.