Offer summary

Qualifications:

8+ years of experience in customer success or technical account management at a technology company, preferably in SaaS Security., 2+ years of experience working directly with Managed Security Service Providers (MSSPs)., Experience with SaaS solutions for technical teams, including cybersecurity and DevOps., Strong problem-solving skills and ability to translate technical requirements to internal teams..

Key responsabilities:

Drive strategic success planning and engagement for MSSP customers throughout their journey from onboarding to renewal.

Align with customer stakeholders to ensure value delivery and stakeholder alignment.

Coordinate onboarding experiences and business reviews to evaluate performance and identify new opportunities.

Develop renewal plans and communicate the value of Tines to executive stakeholders.

Job description

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 must be based in a major metro city in EST or CST.

As a Senior Customer Success Manager - MSSP, you will be responsible for driving strategic success planning and engagement for Managed Service Providers and Managed Security Service Providers in North America and globally. Your role will be to drive strategic success planning, foster champions, and support and empower your customers across the customer journey - from onboarding to ongoing adoption, through expansion and renewal.

Success in this role will entail developing an understanding the customer’s current state (teams, processes, tools, current usage of Tines), their strategic initiatives, and aligning with executive and key stakeholder goals & priorities. You will be able to effectively orchestrate across both customer and internal teams to bring to bear internal resources (Customer Success Engineers, Sales, Product, CS Leadership, etc) to tailor messaging and recommendations to the customer’s specific needs and to identify future-state opportunities for automation, additional feature usage, or recommend maturity of process within the customer’s organization. You will develop Success Plans to help customers drive an automation plan and roadmap, and you will partner closely with Sales teams to deliver customer Executive Business Reviews and QBR’s.

Success in this position will provide the opportunity to have an influential role in providing feedback to Product & Engineering to help shape our product offering based on the unique needs of MSSP customers and to ensure long-term success with Tines. This role partners closely with Sales, Professional Services, Product teams, Customer Success Engineers, and other internal teams in pursuit of driving deeper partnerships and successful customer outcomes in these accounts.

What you will be doing:

Effectively aligning with customer stakeholders in Tines’ MSSP set of accounts accounts to ensure stakeholder alignment and value is being delivered along the customer journey - from onboarding through renewal
Working alongside our Sales teams to drive expansion of Tines within our MSSP customer install base
In conjunction with a Customer Success Engineer (technical resource), orchestrating a first-class onboarding experience to ensure customer use cases are delivered in the specified timeline and customer users have the knowledge and skills they need to build and automate in the platform
Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer
Identifying issues that impact customers and/or challenges in the business and is able to provide thought leadership in finding a customer solution, and to provide recommendations to streamline existing process through automation
Coordinating onboarding and business reviews to evaluate and review performance, align with customer priorities, drive a automation plan/roadmap, and locate new opportunities to promote usage & expansion within existing and new teams
Partnering with internal teams to build success plans and account plans, align customer needs with use cases to increase platform usage/adoption/features, and present outcomes to executive stakeholders: VP / C-Suite level alignment
Proactively identifying risks to the customer achieving their stated goals, and working with the CSE / PM teams and CS leadership to develop and drive a comprehensive risk mitigation plan
Developing and driving a renewal plan and delivering a strategic message to customer users/analysts, management, and the C-Suite on the value of Tines and strategic recommendations for the account
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

What you bring with you:

8+ years of experience in in a customer Success, technical account management or post-sales role at a technology company, preferably with a SaaS Security company
2+ years of customer success or technical account management experience working directly with MSSP’s
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 how to solve complex problems by utilizing internal resources and when to engage management or leadership.

Target Annual Earnings (salary + commission): $150-170K

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.

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.

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