Customer Success Manager II East

Tines is a remote company providing an intelligent workflow platform that applies AI, automation, and integration to drive business results. They serve a diverse range of customers, from startups to public companies, and focus on security, IT, engineering, and other teams.

Location: Remote (US)

Salary: $125K OTE

Responsibilities

• 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

Requirements

• 3-5 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 API's + how they function