Customer Success Manager - West

Tines; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

A leading tech company is seeking a Customer Success Manager to enhance customer adoption of their automation platform. This remote role requires managing onboarding, providing ongoing support, and collaborating with technical teams. The ideal candidate has 3-5 years of experience in customer success, particularly with SaaS solutions. Competitive target earnings of $125K OTE are offered.

Qualifications

• 3-5 years of experience in a technical account management or customer success role.
• Experience with a SaaS solution for technical teams.
• Ability to ask insightful questions to identify needs.

Responsibilities

• Leading customer onboarding and ensuring requirements are met.
• Translating customer needs to internal technical teams.
• Developing renewal plans and communicating value to management.

Skills

Technical account management

Customer success

SaaS solutions

APIs knowledge

Job description

Overview

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work. 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 connects 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 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 can be based on the West Coast - PST or MST.

Role

Customer Success Manager 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. You will also work to expand beyond security teams into other functions in our clients (IT, Engineering, Operations).

You will support 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. You will also provide feedback to our Product and Engineering teams and 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
• Coordinating onboarding and business reviews to evaluate performance and identify opportunities for expansion
• Partnering with internal resources to build account plans and align customer needs with use cases to increase platform usage
• Proactively identify risks and work with CSM/PM teams to develop a risk mitigation plan
• Identify issues affecting customers and provide thought leadership for solutions or co-development of improvements
• Develop and drive a renewal plan and communicate the value of Tines to analysts, management, and the C-Suite
• Review account dashboards, metrics, logins, and use cases to determine health of the customer

Qualifications

What you bring with you:

• 3-5 years of experience in a technical account management, customer success, or post-sales role at a technology company
• Experience with a SaaS solution offering for technical teams (cybersecurity, DevOps, IT, etc.)
• Experience asking questions to uncover problems, identify opportunities, and translate technical requirements to internal teams
• Knowledge of APIs and 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.

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Equal Employment Opportunity
Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, color, ethnicity or social origin, genetic features, language, religion or belief, political opinion, membership of a national minority, disability, age or sexual orientation.