# Lead Customer Success Manager

**Company:** [Tines](https://hotfix.jobs/companies/tines)
**Location:** Remote
**Role:** Customer Success
**Salary:** $190k – $220k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Account Management, technical account management, Enterprise Sales, upsells, QBRs, executive presence, forward-deployed engineers, solutions architects, c-level communication
**Posted:** 2026-07-30

> 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.

## Job Description

## 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

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