[Hiring] Lead Customer Success Manager @Tines

Role Description

As a Lead Customer Success Manager, you will own the post-sales strategic relationship, retention, and value realization across our highest-stakes enterprise accounts. You are a self-starter and bar-raiser who operates with high autonomy, driving customer outcomes while working in tight partnership with Sales to uncover and capitalize on strategic growth opportunities.

In this role, you will serve as the trusted advisor and strategic lead for your portfolio, orchestrating technical and commercial counterparts—including Forward-Deployed Engineers (FDEs), Account Executives, and Product leaders. You will bridge complex technical deployments with executive-level business goals, ensuring customers realize maximum value from their investment and naturally expand their footprint with us.

Key Responsibilities

• Drive Strategic Account Value & Retention:
  • Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
• Partner with Sales for Account Growth:
  • Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
• Integrate with Technical Counterparts:
  • Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
• Operate as an Independent Bar-Raiser:
  • Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
• Cultivate C-Suite & Technical Sponsorship:
  • Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
• Drive Business Outcomes & QBRs:
  • Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.

Qualifications

• 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.
• Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.
• Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.
• Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.
• Outstanding communication and presentation skills, with a track record of challenging and advising C-level executives on technology strategy and operational efficiency.

Nice-to-Haves / Pluses

• Domain knowledge in High Tech (e.g., cloud native, hardware/software OEMs, or AI/ML platforms) and an understanding of how engineering-led enterprises operate and scale.

What Success Looks Like in Year 1

• Month 3: Fully onboarded, account health assessments completed, and tight alignment established with assigned Sales AEs and FDE teams on key accounts.
• Month 6: Value-realization frameworks and executive cadence active across all accounts, with clear expansion pipelines co-developed alongside Sales.
• Month 12: High Net Retention Rate (NRR) achieved across the portfolio, demonstrable business outcomes delivered with FDEs, and elevated CS playbooks established as standard practice for the broader team.

Compensation

• Target Annual Earnings (salary + commission): $190K-220K OTE

Equal Employment Opportunity

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.