Customer Success Manager II - West

Bazeta; Northern (KY); Hybrid; USD 115,000 - 135,000; Full time

Job summary

Tines is seeking a Customer Success Manager II to drive adoption and expansion for our West US remote team. You will guide onboarding, define success metrics, and collaborate with Sales, Support, and Product to ensure customers realize value from our automation platform.

In this role, you’ll translate complex technical needs into actionable requirements, manage renewal plans, and advocate for customers across IT, security, and engineering teams. Remote PST/MST-based; salary is competitive.

Qualifications

• 3+ years of experience in a technical account management or customer success role at a technology company.
• Experience with SaaS offerings for technical teams (cybersecurity, DevOps, IT).
• Ability to translate technical needs into requirements for internal teams and partners.

Responsibilities

• Lead onboarding and ensure use cases are met within the specified timeline.
• Translate customer needs to internal teams and provide feedback to the Product team on feature requests.
• Coordinate onboarding and business reviews to evaluate performance and locate opportunities for expansion.
• Partner with internal resources to build account plans and align needs with use cases to increase platform usage.
• Identify risks and develop renewal/mitigation plans with CSM/PM teams.
• Provide guidance to resolve issues and support co-development of process improvements.
• Develop and drive renewal plans and present the value of the platform to executives.
• Review account dashboards and usage to determine customer health.

Skills

Technical account management

Customer success

SaaS experience

API knowledge

Job description

# Customer Success Manager II - WestUnited States8 hours agoID 975185Price on request## DetailsEmployment type: Full-timeRemote: YesCompany: TinesLevel: Midweight## DescriptionFounded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results. Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams. At Tines, 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. This is a remote position that must be based in PST or MST. The 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 see. Your role will be to drive adoption and expand the usage across the customer base, ensuring that our customers realize 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 Tines 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. What you will be doing: • 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 the C-Suite on the value of Tines and next steps for the account • Review account dashboards, metrics, log-ins, and use cases to determine the health of the customer What you bring with you: • 3+ 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 API's + how they function Target Annual Earnings (salary + commission): $125K OTE Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #LI-SW1 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.