Senior Customer Success Manager (SaaS)

Location: United States (Remote); must be based in EST

Target annual earnings: $150,000–$170,000, including salary and commission

Company

Tines provides an AI-powered intelligent workflow automation platform that integrates with API-enabled services for security, IT, engineering, finance, and other teams.

What you will do

• Manage strategic success planning and engagement across enterprise customer accounts from onboarding through adoption, expansion, and renewal.
• Orchestrate onboarding with Customer Success Engineers, ensuring customer use cases are delivered on schedule and users can build and automate on the platform.
• Monitor account dashboards, usage metrics, logins, and use cases to assess customer health and identify risks.
• Develop automation plans, success plans, account plans, business reviews, and renewal strategies with customer and internal stakeholders.
• Expand automation adoption beyond security teams into IT, HR, Product, Engineering, and Operations.
• Translate technical customer needs into internal requirements and provide feedback to Product and Engineering teams.

Requirements

• 8 or more years of experience in technical account management, customer success, or post-sales roles at a technology company.
• Experience with SaaS solutions for technical teams, including cybersecurity, DevOps, or IT.
• Ability to uncover customer problems, identify opportunities, and translate technical requirements for internal teams and partners.
• Knowledge of solving complex customer problems by coordinating internal resources and engaging leadership when needed.
• Must be authorized to work for any employer in the United States.
• Employment visa sponsorship is not available.

Culture & Benefits

• Remote work aligned with EST working hours.
• Work with an AI-powered workflow automation platform used by enterprise customers.
• Collaborate with Sales, Professional Services, Product, Customer Success Engineering, and leadership teams.
• Values include Simplicity, Speed, and Soundness, with emphasis on curiosity, growth, integrity, and customer outcomes.