Customer Success Manager II

• Support key phases of the customer journey, including onboarding, adoption/value conversations, business reviews, and renewal
• Lead first-class onboarding experiences and ensure customer use cases and requirements are met within specified timelines
• Translate technical customer needs to internal technical teams
• Deliver feedback to Product on feature requests and enhancements
• Coordinate onboarding and business reviews to evaluate performance, understand customer priorities, and identify expansion opportunities
• Partner with internal resources to build account plans and align customer needs with use cases
• Identify customer risks and develop comprehensive risk mitigation plans
• Identify customer-impacting issues and provide thought leadership on solutions or process improvements
• Develop and drive renewal plans and communicate Tines' value to analyst, management, and executive stakeholders
• Review account dashboards, metrics, log-ins, and use cases to assess customer health
• Manage a book of business and use account health indicators to drive renewal and expansion strategies
• Partner with Sales, Support, Marketing, Product, Engineering, and other internal teams

• 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, such as cybersecurity, DevOps, or IT
• Experience asking questions to uncover problems and locate new opportunities
• Ability to translate technical requirements to internal teams and partners
• Knowledge of solving complex problems using internal resources and knowing when to engage management or leadership
• Knowledge of APIs and how they function

• Equal employment opportunities to all employees and applicants
• Company culture that nurtures individual curiosity, growth, and integrity
• Learning and growth opportunities