Customer Success Manager II - West

The role

This is a remote position that must be based in PST or MST.

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
• Coeordinating 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 identifying risks to the customer achieving their stated goals, and working 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 being 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
• Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer

Requirements

• 3+ 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

Qualifications

• Ability to work independently and manage multiple projects simultaneously
• Strong communication and interpersonal skills
• Passion for technology and customer success

Benefits

Target Annual Earnings (salary + commission): $125K OTE

Pay

Competitive salary and commission structure

Schedule

Remote position

Company Culture

Tines is committed to fostering a company culture that nurtures individual curiosity, growth, and integrity. We are driven by our values of Simplicity, Speed, and Soundness.

Equal Opportunity Employer

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.