[Hiring] Senior Customer Success Manager @Tines

Role Description

The Senior 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 achieve and deliver to their business.

Your role will be to drive strategic success planning and engagement across an assigned set of Tines’ enterprise accounts. You will foster champions in these accounts and will support and empower your customers across the customer journey - from onboarding to ongoing adoption, through expansion and renewal.

Success in this role will entail:

• Developing an understanding of the customer’s current state (teams, processes, tools, current usage of Tines), their strategic initiatives, and aligning with executive and key stakeholder goals & priorities.
• Effectively orchestrating across both customer and internal teams to bring to bear internal resources (Customer Success Engineers, Sales, Product, CS Leadership, etc.) to tailor messaging and recommendations to the customer’s specific needs.
• Identifying future-state opportunities for automation, additional feature usage, or recommending maturity of process within the customer’s organization.
• Developing Success Plans to help customers drive an automation plan and roadmap.
• Partnering closely with Sales teams to deliver customer Executive Business Reviews and QBR’s.
• Playing a crucial part in expanding outside of security teams into other functions where automation potential exists, such as IT, HR, Product/Engineering & Operations.
• Becoming a trusted advisor and subject matter expert on the Tines product, helping to build customer advocacy.
• Providing feedback to our Product and Engineering teams to help shape the future of the product.

This role partners closely with Sales, Professional Services, Product teams, Customer Success Engineers, and other internal teams in pursuit of driving deeper partnerships and successful customer outcomes in these accounts.

What you will be doing:

• Effectively aligning with customer stakeholders in Tines’ higher-spend and more strategic/enterprise set of 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 providing thought leadership in finding a customer solution.
• Coordinating onboarding and business reviews to evaluate and review performance, align with customer priorities, drive an 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.

Qualifications

• 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.

Requirements

• Target Annual Earnings (salary + commission): $150-170K.
• Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Benefits

• 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.