Customer Success Manager II - EMEA

Tines; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Tines is seeking a Customer Success Manager to drive adoption, expansion, and renewals across our customer base. You will act as a trusted advisor, translate technical needs to product teams, and collaborate with Sales, Support, Marketing and other groups.

This remote role can be based anywhere in the world, with a focus on expanding usage beyond security teams into IT, engineering and operations.

Qualifications

• 5+ years in technical account management or customer success in a technology company.
• SaaS solutions experience for technical teams (cybersecurity, DevOps, IT).
• Ability to uncover problems and translate technical requirements to internal teams.
• Knowledge of APIs and how they function.
• Second European language is a plus.

Responsibilities

• Support onboarding, adoption conversations, business reviews and renewal.
• Lead a first-class onboarding and ensure use cases meet timelines.
• Translate customer needs to internal technical teams and provide product feedback.
• Coordinate onboarding and business reviews to identify expansion opportunities.
• Partner with internal teams to build account plans and align use cases.
• Identify risks and develop risk mitigation plans with CSM/PM teams.
• Provide thought leadership to find customer solutions and co-develop improvements.
• Develop renewal strategies and communicate value to analysts and executives.
• Review dashboards and health metrics to inform renewals and expansions.

Job description

the company is the intelligent workflow company that powers some of the world's most important workflows.

the company has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson.

the company 3B, launched in 2026, is the next generation of the company – a single, secure environment for every team’s apps, agents and automations.

As an integrator across the entire tech stack, the company is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. the company has security woven into its DNA, and our platform is secure and private by design.

At the company, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

The Customer Success Manager role will play a critical part in the exciting growth trajectory of the company. As an automation platform, the more the customer automates, the more value they see. Your role will be to drive adoption and expand the usage across the customer base, ensuring that our customers realise the full potential of the platform. Alongside expansion with existing teams, you will play a crucial part in our strategy to expand outside of security teams into other functions in our clients (IT, Engineering, Operations).

You will do this by supporting our customers from onboarding to ongoing support to expansion and renewals. You will become a trusted advisor and subject matter expert on the the company product, helping foster champions within the customer who will identify automation opportunities across their organization. At the same time, you will provide feedback to our Product and Engineering teams, helping us shape the future of the product. The role will also partner closely with Sales, Support, Marketing, and other internal teams.

Location: This is a remote role that can be based anywhere in Ireland.

What you will be doing:

• Supporting the key phases of the customer journey: onboarding, adoption/value conversations, business reviews and renewal.
• Leading a first-class onboarding experience and ensuring customer use cases and requirements are met in the specified timeline
• 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
• Coordinating onboarding and business reviews to evaluate performance, learn about the customers priorities, and locate new opportunities to promote expansion within existing and new teams
• Partnering with internal resources to build account plans and align customer needs with use cases to increase platform usage
• Proactively identify risks to the customer achieving their stated goals, and work with the CSM / PM teams to develop and drive a comprehensive risk mitigation plan
• Identifying issues that impact customers and/or challenges in the business and are able to provide thought leadership in finding a customer solution or assist in co-development of process improvement, programs and/or assets
• Developing and driving a renewal plan and delivering a strategic message to analysts, management, and executive stakeholders on the value of the company and next steps for the account
• Review account dashboards, metrics, log-ins, and use cases to determine the health of the customer
• Manage a book of business by evaluating data indicators and health of accounts to drive renewals and expansion strategies

What you bring with you:

• 5+ 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
• Knowledge of API's + how they function
• Knowledge of a second European language is an advantage, but not essential.

At the company, 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 the company, 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.

the company 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.