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Lead Customer Success Manager - West



Customer Service, Sales & Business Development
United States · Canada · Mexico
Posted on Saturday, June 29, 2024

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

This is a remote position that can be based on the West Coast - PST or MST.

The Lead 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’ most strategic, 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 the customer’s current state (teams, processes, tools, current usage of Tines), their strategic initiatives, and aligning with executive and key stakeholder goals & priorities. You will be able to effectively orchestrate 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 and to identify future-state opportunities for automation, additional feature usage, or recommend maturity of process within the customer’s organization. You will develop Success Plans to help customers drive an automation plan and roadmap, and you will partner closely with Sales teams to deliver customer Executive Business Reviews and QBR’s.

Alongside expansion within existing teams, you will play a crucial part in our strategy to expand outside of security teams into other functions where automation potential exists, such as: IT, HR, Product/Engineering & Operations ) - helping to identify these opportunities and gain trust and stakeholder mindshare to extend the footprint and deepen the partnership with Tines. You will become a trusted advisor and subject matter expert on the Tines product, helping to build customer advocacy.

At the same time, you will provide feedback to our Product and Engineering teams, helping us 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 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 are able to provide thought leadership in finding a customer solution, and provide recommendations to streamline existing process through automation
  • 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 identify risks to the customer achieving their stated goals, and work 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

What you bring with you:

  • 10+ 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.

At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

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.