Manager, Customer Success Engineering

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

This is a remote position that can be based on the West Coast or Central - PST, MST, or CST.

At Tines, our Customer Success organization is held in the highest regard by our customers for the quality of our work, responsiveness to customer needs, and openness to feedback to ensure our customers have a voice in the future of the platform. The goal of our Customer Success Engineering team is to build trusting relationships with our Customers, drive adoption & enablement, and assist them through their Tines journey. We partner with the Customer Success Management team to accelerate adoption, ensure that our customers achieve the most value from their investment, and create passionate champions across our user base.

As a Manager, you will be responsible for managing and expanding a team of Customer Success Engineers (CSEs) based in the West & Central regions of the US, identify opportunities for continued customer enablement, and maintain the team’s impact in our customer organizations. The CSE Manager will work closely with leadership in Customer Success, Technical Support, and Project Management to facilitate a smooth onboarding, professional services delivery, and a high standard of end-to-end service.

What you will be doing:

• Working with and managing a team of Customer Success Engineers based in the West & Central region of the US.
• Drive behavior, motivate, and most importantly, support the existing CSE team.
• Encourage team development with technical learning, courses and certifications.
• Work with Customer Success Leadership to develop, drive and implement goals and objectives.
• Partner with other teams within Tines to develop metrics and KPIs to help support growth, future initiatives and our customers.
• Hiring and retaining a world class CSE team. Foster a culture of inclusion, ambition, and collaboration.
• Conduct periodic customer health checks with Customer Success and Sales Leadership to identify risk, and work with your team to create and execute “get well” plans.

What you bring with you:

• 3+ years of management/team lead experience
• 8+ years of experience working in a post-sales customer facing role at a technology company
• Experience automating manual tasks using an Automation & Orchestration Platform, via a scripting language.
• Familiarity with security use cases would be a bonus, but not required.
• Passion for working with technical customers and teammates.
• Strong collaboration skills and ability to interact effectively with people at all levels of the company, including executive staff.
• Ability to confidently work with, interpret, and troubleshoot REST APIs.
• Experience in providing technical enablement across multiple customer segments, leveraging how-to videos, live webinars and one-on-one customer engagement models.

At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.