Customer Success Manager (Texas)

Founded in 2018 in Dublin by experienced security leaders, Tines is a no-code platform designed to automate any manual task, regardless of complexity. By automating workflows, security and IT teams can reduce monotonous, manual work and free up valuable time and resources.

Tines directly connects with your existing tools, giving anyone on your team the power to streamline their work without the need for apps, plugins, or custom code. Tines is creating a brand new category of transformative and innovative enterprise software, backed by industry-leading investors and trusted security teams.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

This is a remote position that will ideally be based in either Arizona or Texas.

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 this adoption and expand the usage across the customer, ensuring that our customers realize the full potential of the platform. You will help us expand horizontally into customer departments including Security, IT, Engineering, Product and Infrastructure. 

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:

• Lead a first-class onboarding experience, ensuring customer use cases are being fully realized.
• Ensure your assigned set of customers realize as much value as possible from the product by serving as the main point of contact and first level of support for technical and business related questions and requests.
• Translate technical customer needs to internal technical teams.
• Drive growth within your customers through successful adoption, expansion, and renewal.
• Coordinate business reviews to evaluate performance, learn about the customers next priorities, and locate new opportunities to promote expansion within existing teams and into new teams.
• Build account plans to align customer needs with use cases and increase platform usage.
• Use metrics and maintenance calls to update client health scores and escalate potential problems to the Support team.
• Work closely with Customer Success Engineers to prioritize customer requests.
• Deliver feedback to the Product team on new feature requests and product enhancements to shape and improve Tines.

What you bring with you:

• 3 or more 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.
• Strong technical aptitude and willingness to learn new technical tools and concepts.
• Experience driving commercial success at clients (renewals and/or account growth) either independently or in partnership with Sales teams.
• Knowledge of APIs and how they function is an advantage. 

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.

 

Tines 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.