Customer Success Manager - West

Tines; United States; Remote; USD 100,000 - 125,000; Full time

Job summary

A technology company is seeking a Technical Account Manager to lead customer onboarding and ensure users achieve their goals. The ideal candidate has 3-5 years of experience in a related field and knowledge of SaaS solutions and APIs. Responsibilities include translating customer needs to technical teams and coordinating reviews to enhance platform usage. This remote position offers competitive earnings and extensive benefits.

Benefits

Startup equity with extended exercise window

Matching retirement plans

Home office setup with equipment allowance

25 days annual leave

Generous parental leave programs

Flexibility in how and where you work

Phone and home Internet allowance

Qualifications

• 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.
• Experience asking questions to uncover problems.

Responsibilities

• Leading a first-class onboarding experience for customers.
• Translating technical customer needs to internal teams.
• Coordinating onboarding and business reviews.
• Identifying risks to customers achieving their goals.
• Developing and driving a renewal plan.

Skills

Technical account management

Customer success

SaaS solutions

Knowledge of APIs

Problem-solving

Job description

Overview

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work.

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 connects with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

This is a remote position that can be based on the West Coast - PST or MST.

What you will be doing

• 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

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 APIs and how they function

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

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Benefits include:

• Startup equity & extended exercise window (exercise window extends to 5 years after 2 years of working here)
• Matching retirement plans
• Home office setup: equipment provided plus a generous allowance for extra expenses
• 25 days annual leave (worldwide applicability)
• Generous parental leave programs
• Flexibility in how and where you work
• Phone and home Internet allowance

Equal employment opportunities statement: 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.