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Tines is an intelligent workflow automation platform serving IT and security teams at companies like Canva, Reddit, SAP, Coinbase, Mars, and McKesson. Tines 3B, launched in 2026, represents the next generation—a unified, secure environment for apps, agents, and automations across the entire tech stack.
As a Customer Success Manager II, you will drive adoption and expansion of the Tines platform within existing customer accounts while supporting the company's strategic expansion into new functions (IT, Engineering, Operations) beyond security teams. You will be a trusted advisor and subject matter expert, helping customers realize the full potential of the platform and identifying automation opportunities across their organizations.
Key responsibilities include:
- Managing the full customer lifecycle: onboarding, adoption/value conversations, business reviews, and renewals
- Leading first-class onboarding experiences and ensuring customer use cases are met on timeline
- Translating technical customer needs to internal technical teams and providing product feedback
- Coordinating business reviews to evaluate performance and identify expansion opportunities
- Building account plans aligned with customer needs to increase platform usage
- Proactively identifying and mitigating risks to customer success
- Developing renewal strategies and communicating value to stakeholders
- Managing account health through dashboards, metrics, and usage analysis
- Driving renewal and expansion strategies based on account data
You will partner closely with Sales, Support, Marketing, Product, and Engineering teams to ensure customer success and shape the future of the platform.
REQUIREMENTS:
- 5+ years of experience in technical account management, customer success, or post-sales roles at technology companies
- Experience with SaaS solutions for technical teams (cybersecurity, DevOps, IT, or similar)
- Ability to ask probing questions to uncover problems and locate opportunities
- Skill in translating technical requirements to internal teams and partners
- Knowledge of how to solve complex problems using internal resources and when to escalate
- Understanding of APIs and how they function
