Senior Customer Success Manager, Tines
West
+ Equity
More information about location
No-code automation for security teams
Open for applications
No-code automation for security teams
201-500 employees
Open for applications
+ Equity
More information about location
201-500 employees
Company mission
To make the lives of security and operations teams on the frontlines easier.
Role
Who you are
- 8 or more 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 how to solve complex problems by utilizing internal resources and when to engage management or leadership
What the job involves
- The Senior Customer Success Manager role will play a critical part in the exciting growth trajectory of Tines
- As an automation platform, the more the customer automates, the more value they achieve and deliver to their business
- Your role will be to drive strategic success planning and engagement across an assigned set of Tines’ enterprise accounts
- You will foster champions in these accounts and will 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
- Alongside expansion within existing teams, you will play a crucial part in our strategy to expand outside of security teams into other functions where automation potential exists, such as: IT, HR, Product/Engineering & Operations ) - helping to identify these opportunities and gain trust and stakeholder mindshare to extend the footprint and deepen the partnership with Tines
- You will become a trusted advisor and subject matter expert on the Tines product, helping to build customer advocacy
- At the same time, you will provide feedback to our Product and Engineering teams, helping us shape the future of the product
- 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
- Effectively aligning with customer stakeholders in Tines’ higher-spend and more strategic/enterprise set of accounts accounts to ensure stakeholder alignment and value is being delivered along the customer journey - from onboarding through renewal
- 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
Our take
Burn-out among security analysts is a real and present challenge to many enterprises. Tines's automation platform solves this problem by automating outdated, slow and complex manual security processes.
The company's solutions are designed to save security teams valuable time and energy, allowing them to focus on more business-critical tasks. The value of this offering is clear, and has seen the company serve an impressive range of clients including OpenTable and Box.
In a relatively short space of time, Tines has proven itself to be a market leader, and has raised substantial funding across a number of rounds. The latest investment will be used to broaden the company's technological capabilities and expand its global reach, ensuring that it remains at the forefront of the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2025
$125m
SERIES C
Apr 2024
$50m
SERIES B
Total funding: $271.1m
Company benefits
- Startup equity & extended exercise window
- Matching retirement plans
- Home office setup
- Private healthcare plans
- 25 days annual leave
- Extra company holidays
- Generous parental leave programs
- Flexibility in how and where you work
- Phone and home Internet allowance
Company HQ
Dublin, Ireland
Leadership
Eoin Hinchy
(Co-Founder & CEO)Was a Senior Information Security Engineer at eBay, and Senior Director of Cyber Security at DocuSign.
Thomas Kinsella
(Co-Founder & CCO)Was an IT Security and Forensics Specialist at Deloitte, and Lead eCrime Investigator at eBay. Worked as Senior Director of Security Operations at DocuSign.
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