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Tines is a Dublin and Boston-headquartered intelligent workflow automation platform founded in 2018. The company powers critical workflows for enterprises including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson by combining AI, automation, and API integrations with human expertise. Tines is vendor-agnostic and trusted by security, IT, engineering, finance, and other regulated teams.
This Senior Customer Success Manager role focuses on driving strategic success across an assigned portfolio of enterprise and public sector accounts in the Eastern US (EST-based, fully remote). You will own the complete customer journey from onboarding through renewal, developing deep relationships with executive and key stakeholders while identifying expansion opportunities.
Key responsibilities include: developing comprehensive success plans aligned with customer strategic initiatives; orchestrating onboarding experiences in partnership with Customer Success Engineers; monitoring account health through dashboards, metrics, and usage patterns; identifying risks and opportunities for automation expansion; conducting executive business reviews and quarterly business reviews; expanding Tines footprint beyond security teams into IT, HR, Product/Engineering, and Operations functions; and providing product feedback to shape platform development.
You will serve as a trusted advisor and subject matter expert, translating technical customer needs to internal teams while delivering thought leadership on automation opportunities. Success requires stakeholder alignment across customer and internal teams (Sales, Professional Services, Product, CS Leadership) to tailor messaging, identify future-state opportunities, and drive deeper partnerships. The role emphasizes strategic account planning, executive-level communication, and proactive risk mitigation to ensure customers achieve stated goals and maximize platform value.
