Senior Manager, Customer Success

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

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 role that must be based in PST, MST, or TX. 

As the Senior Manager, Customer Success you will play a pivotal role in managing the day-to-day operations across a portfolio of our most strategic accounts, and in setting the overall strategy and vision for success engagement and execution across Tines’ strategic and enterprise customers.

Success in this role will involve the day-to-day management of the portfolio and book of business: driving strategies for retention, adoption, value realization, and CSAT, and analyzing data and signals across the portfolio to identify potential expansion opportunities and account risk. In conjunction, as a first line leader, the Customer Success Senior Manager will play a crucial role in mentoring and developing the Enterprise CSM team to ensure high-quality customer interactions, positive customer outcomes though value realization, and alignment and up-leveling of engagement with our key stakeholders.

This position offers a unique opportunity to help grow and scale our business, define the high-touch model for strategic success engagement, and work in conjunction with the CSM and account teams in our most strategic accounts.

Customer centricity, teamwork, resourcefulness, attention to detail, and a get-it-done attitude are key to success in the role.

What you will be doing:

• Lead a team of Customer Success Managers, fostering growth and driving operational excellence across the team; leading a culture of continuous improvement
• Driving process and programs across the customer lifecycle to improve customer outcomes, usage and adoption, and achieve value/business impact based on customer needs
• As a Portfolio Leader, monitor key performance indicators, including Customer Health, risk factors and expansion signals, focusing on growth and expansion within the Strategic/Enterprise book of business
• Partner with sales teams to execute strategies for expansion and renewals across the portfolio. Develop a point of view to coach CSM’s on account and success plans to drive adoption and grow ARR within the portfolio of accounts
• Coach and mentor team members to develop more consultative approaches and executive alignment to deliver tailored success and adoption plans and onsite adoption workshops
• Collaborate on talent retention strategies, encompassing career pathing, promotions, coaching and mentoring and training
• Shape and evolve the engagement model for the Strategic/Enterprise CSM role, including helping to define customer engagement strategies, business review readouts, workshops, and ongoing alignment with customers
• Collaborate with cross-functional teams including CS extended teams, go-to-market teams, Partner Managers, Product teams, and SalesOps

What you bring with you:

• 10+ years of customer success management at a SaaS enterprise software company
• 5+ years of experience managing and running a Customer Success portfolio with direct oversight of a team of Customer Success Managers
• Strong operational excellence with a focus on process improvement. Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks
• Technical savvy, preferably with experience in Enterprise SaaS Software in the IT or Security space
• Analytical and problem-solving mindset, excellent communication skills, and a strong collaborator in working across various teams and functions
• Demonstrated leadership qualities, including coaching and mentoring high-performing teams
• Proven track record of strategic engagement with Fortune 500 companies
• Ability to thrive in a growth-oriented, dynamic environment

Target Annual Compensation: $203-230K OTE