Skip to content
TinesTinesUnited States

Lead Customer Success Manager

Lead Customer Success Manager owning post-sales relationships, retention, and expansion for high-ARR enterprise accounts at Tines. Requires 10+ years experience partnering with sales and technical teams to drive business outcomes, QBRs, and C-suite relationships in a fast-paced environment.

190k – 220k/yr
Remote10+ YOECustomer Success

About the role

Key Responsibilities

  • Drive Strategic Account Value & Retention: Accountable for net retention, customer health, and long-term strategic alignment across a portfolio of complex enterprise accounts.
  • Partner with Sales for Account Growth: Work side-by-side with Account Executives/Strategic Account Managers to identify expansion vectors, co-develop account plans, and position new capabilities that directly support the customer's technical roadmap.
  • Integrate with Technical Counterparts: Partner closely with Forward-Deployed Engineers (FDEs) and technical leads to ensure technical delivery aligns directly with the client's business outcomes, removing friction and accelerating time-to-value.
  • Operate as an Independent Bar-Raiser: Proactively build scalable Customer Success playbooks, elevate executive engagement standards, and operate with extreme ownership without needing step-by-step guidance.
  • Cultivate C-Suite & Technical Sponsorship: Build multi-threaded relationships across business and technology functions (CIO, CISO, CTO, VPs of Engineering, Product Leads) to ensure continuous alignment with top corporate initiatives.
  • Drive Business Outcomes & QBRs: Shift client conversations from product usage to business impact, leading executive business reviews (EBRs/QBRs) that demonstrate clear ROI and anchor the account for long-term growth.

Qualifications & Requirements

  • 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.
  • Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.
  • Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.
  • Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.
  • Outstanding communication and presentation skills, with a track record of challenging and advising C-level executives on technology strategy and operational efficiency.

Nice-to-Haves

  • Domain knowledge in High Tech (e.g., cloud native, hardware/software OEMs, or AI/ML platforms) and an understanding of how engineering-led enterprises operate and scale.

Compensation

Target Annual Earnings (salary + commission): $190K-220K OTE

Skills

Customer SuccessAccount Managementtechnical account managementEnterprise SalesupsellsQBRsexecutive presenceforward-deployed engineerssolutions architectsc-level communication

Similar roles

Customer Success jobs
Crusoe

Senior Customer Success Manager, Managed Inference

CrusoeSan Francisco, CA +2

Senior Customer Success Manager supporting AI-native customers with production inference workloads on Crusoe's cloud platform. Own strategic relationships, provide technical guidance on model deployment/Kubernetes/GPU optimization, monitor performance metrics, and advocate for customer needs to influence product roadmap.

190k – 215k/yrOn-site3+ YOECustomer Success
Crusoe

Senior Customer Success Manager

CrusoeDenver, CO +1

Senior Customer Success Manager responsible for building relationships, providing technical guidance on cloud AI/ML and Kubernetes solutions, driving adoption, and ensuring customer satisfaction and ROI for Crusoe's AI infrastructure offerings. Requires bachelor's in CS/Engineering, technical proficiency in cloud/AI/ML, and proven customer success experience.

190k – 215k/yrOn-site5+ YOECustomer Success
Justworks

Voice of Customer Program Lead

JustworksNew York, NY

Lead the Voice of Customer (VoC) program by designing centralized feedback infrastructure, synthesizing insights from multiple sources, driving cross-functional governance, and ensuring customer feedback shapes product, policy, and strategy decisions. Requires 7+ years in customer insights/CX, strong cross-functional leadership without authority, and experience with survey tools, analytics platforms, and SQL.

190k – 209k/yrHybrid7+ YOECustomer Success
Crusoe

Senior Customer Success Manager

CrusoeSan Francisco, CA +2

Senior Customer Success Manager responsible for building relationships, providing technical guidance on cloud AI/ML and Kubernetes solutions, driving adoption, and ensuring customer satisfaction and ROI for Crusoe's AI infrastructure offerings. Requires bachelor's in CS/Engineering, technical proficiency in AI/ML/cloud, and proven customer success experience.

190k – 215k/yrOn-site5+ YOECustomer Success
Harvey

Customer Success Leader, Enterprise

HarveySan Francisco, CA +1

Lead and scale a team of Enterprise Customer Success Managers at Harvey AI. Drive adoption, retention, and expansion for sophisticated law firms and Fortune 100 clients through strategic initiatives, executive sponsorship, and cross-functional partnerships. Requires 8+ years in CS/Account Management with 3+ years leading enterprise teams.

192k – 288k/yrHybrid8+ YOECustomer Success