# Senior Customer Success Manager

**Company:** [Tines](https://hotfix.jobs/companies/tines)
**Location:** Remote
**Role:** Customer Success
**Salary:** $150k – $170k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, SaaS, Cybersecurity, DevOps, it, Automation, Onboarding, renewal management, Stakeholder Management, executive business reviews, risk mitigation
**Posted:** 2026-07-29

> Senior Customer Success Manager driving strategic success planning, adoption, and expansion for Tines' enterprise, regulated, and public sector accounts. Requires 8+ years in technical post-sales roles, experience with SaaS for technical teams, and focus on automation value realization, onboarding, QBRs, renewals, and product feedback.

## Job Description

## Responsibilities
- Align with customer stakeholders across enterprise, highly regulated, and Public Sector accounts to ensure value delivery from onboarding through renewal.
- Orchestrate first-class onboarding experience with Customer Success Engineer to deliver use cases on timeline and equip users with knowledge to automate.
- Review account dashboards, metrics, log-ins, and use cases to assess customer health.
- Identify issues impacting customers, provide thought leadership on solutions, and recommend process improvements through automation.
- Coordinate onboarding and business reviews to evaluate performance, align on priorities, drive automation roadmap, and identify expansion opportunities.
- Partner with internal teams to build success and account plans, align needs with use cases to increase adoption, and present to executive stakeholders (VP/C-Suite).
- Proactively identify risks to customer goals and develop mitigation plans with CSE/PM teams and leadership.
- Develop and drive renewal plans, deliver strategic value messaging to users, management, and C-Suite.
- Translate technical customer needs to internal teams and provide product feedback on features and enhancements.

## Requirements
- 8+ years of experience in technical account management, customer success, or post-sales role at a technology company.
- Experience with SaaS solutions for technical teams (cybersecurity, DevOps, IT, or similar).
- Experience asking questions to uncover problems, identify opportunities, and translate technical requirements to internal teams.
- Knowledge of solving complex problems by utilizing internal resources and escalating to management when needed.

## Nice-to-Haves
- 5+ years of experience working with customers in public sector, federal, and/or highly regulated industries.

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

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