About the role
Tines is the intelligent workflow company that powers some of the world's most important workflows. Tines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson. Tines 3B, launched in 2026, is the next generation of Tines – a single, secure environment for every team's apps, agents and automations. As an integrator across the entire tech stack, Tines is vendor-agnostic, integrating with any API-enabled service. This flexibility enables customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and the platform is secure and private by design.
The 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 see. Your role will be to drive adoption and expand usage across the customer base, ensuring customers realise the full potential of the platform. Alongside expansion with existing teams, you will play a crucial part in the strategy to expand outside of security teams into other functions at clients (IT, Engineering, Operations). You will do this by supporting customers from onboarding to ongoing support to expansion and renewals. You will become a trusted advisor and subject matter expert on the Tines product, helping foster champions within the customer who will identify automation opportunities across their organization. At the same time, you will provide feedback to the Product and Engineering teams, helping shape the future of the product. The role will also partner closely with Sales, Support, Marketing, and other internal teams.
Location: This is a remote role that can be based anywhere in Ireland.
Responsibilities
•Supporting the key phases of the customer journey: onboarding, adoption/value conversations, business reviews and renewal
•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 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 identifying risks to the customer achieving their stated goals, and working 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, providing thought leadership in finding a customer solution or assisting 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 executive stakeholders on the value of Tines and next steps for the account
•Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer
•Managing a book of business by evaluating data indicators and health of accounts to drive renewals and expansion strategies
Requirements
•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 how to solve complex problems by utilizing internal resources and knowing when to engage management or leadership
•Knowledge of APIs and how they function
