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Salary: USD 150,000 - 170,000 / annual
Tines is an intelligent workflow automation platform founded in 2018 with co-headquarters in Dublin and Boston. The company powers critical workflows for enterprises including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson by combining AI, automation, and integration capabilities.
As a Senior Customer Success Manager, you will drive strategic success planning and engagement across an assigned set of enterprise accounts in the Eastern time zone. You will foster champions within customer organizations and support the full customer journey—from onboarding through adoption, expansion, and renewal.
Key responsibilities include:
- Aligning with customer stakeholders in high-spend, strategic enterprise accounts to ensure value delivery across the customer lifecycle
- Orchestrating first-class onboarding experiences in conjunction with Customer Success Engineers, ensuring use cases are delivered on time and users have the skills to build and automate in the platform
- Reviewing account health metrics, dashboards, logins, and use cases to assess customer status
- Identifying business challenges and providing thought leadership on automation solutions
- Coordinating onboarding and business reviews (QBRs) to evaluate performance, align priorities, and identify expansion opportunities within existing and new teams
- Building success and account plans with internal teams, translating customer needs into use cases to drive adoption and feature usage
- Presenting outcomes to executive stakeholders at VP and C-Suite levels
- Proactively identifying risks to customer goals and developing mitigation plans with CSE, Product, and CS leadership
- Developing renewal strategies and delivering strategic value messaging to customer users, management, and C-Suite
- Translating technical customer needs to internal teams and providing product feedback to shape platform improvements
- Expanding Tines' footprint beyond security teams into IT, HR, Product/Engineering, and Operations functions
You will partner closely with Sales, Professional Services, Product teams, Customer Success Engineers, and other internal teams to drive deeper partnerships and successful customer outcomes.
REQUIREMENTS:
- 8+ 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)
- Demonstrated ability to ask probing questions to uncover problems and identify new opportunities
- Ability to translate technical requirements to internal teams and partners
- Knowledge of solving complex problems by leveraging internal resources and engaging management/leadership appropriately
