Customer Success Manager

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.

Location: This is a remote role that can be based anywhere in Ireland.

What you will be doing:

• Leading the Customer Success function to support the key phases of the customer journey: onboarding, adoption/value conversations, business reviews and renewal.

• 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 executive stakeholders 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

• Manage a book of business by evaluating data indicators and health of accounts to drive renewals and expansion strategies

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 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 how to solve complex problems by utilizing internal resources and when to engage management or leadership

• Knowledge of API's + how they function