Customer Success Management

Tines powers some of the world's most important workflows with an intelligent workflow platform that applies AI, automation, and integration with human ingenuity to drive real business results. Founded in 2018 with co-headquarters in Dublin and Boston, 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 is vendor-agnostic, integrating with any API-enabled service. This flexibility enables customers to achieve their highest-priority goals faster. Tines is secure and private by design, popular with security, IT, engineering, finance, and other security-focused teams. We're driven by our values of Simplicity, Speed, and Soundness and are excited about what's next, inviting others to join our journey.

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

What you will be doing:

• Support the key phases of the customer journey: onboarding, adoption/value conversations, business reviews and renewal.
• Lead a first-class onboarding experience and ensure customer use cases and requirements are met within the specified timeline.
• Translate technical customer needs to internal technical teams and provide feedback to the Product team on new feature requests and enhancements to shape and improve the platform.
• Coordinate onboarding and business reviews to evaluate performance, learn customer priorities, and identify opportunities to promote expansion within existing and new teams.
• Partner 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 stated goals and work with CSM/PM teams to develop and drive a risk mitigation plan.
• Identify issues impacting customers and/or challenges in the business; provide thought leadership in finding customer solutions or co-develop process improvements, programs and assets.
• Develop and drive a renewal plan and communicate the value of Tines to analysts, management, and executive stakeholders.
• Review account dashboards, metrics, log-ins, and use cases to determine customer health.
• Manage a book of business by evaluating data indicators to drive renewals and expansion strategies.

What you bring with you:

• 5+ years of experience in a technical account management, customer success, or post-sales role at a technology company.
• Fluent in German
• Experience with a SaaS solution offering for technical teams (cybersecurity, DevOps, IT, other).
• Experience asking questions to uncover problems, locate opportunities, and translate technical requirements to internal teams and partners.
• Knowledge of solving complex problems by utilizing internal resources and when to engage management or leadership.
• Knowledge of APIs and how they function.

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.