Senior Customer Success Manager - MSSP

About the position

As a Senior Customer Success Manager - MSSP, you will be responsible for driving strategic success planning and engagement for Managed Service Providers and Managed Security Service Providers in North America and globally. Your role will be to drive strategic success planning, foster champions, and support and empower your customers across the customer journey - from onboarding to ongoing adoption, through expansion and renewal. Success in this role will entail developing an understanding the customer’s current state (teams, processes, tools, current usage of Tines), their strategic initiatives, and aligning with executive and key stakeholder goals & priorities. You will be able to effectively orchestrate across both customer and internal teams to bring to bear internal resources (Customer Success Engineers, Sales, Product, CS Leadership, etc) to tailor messaging and recommendations to the customer’s specific needs and to identify future-state opportunities for automation, additional feature usage, or recommend maturity of process within the customer’s organization. You will develop Success Plans to help customers drive an automation plan and roadmap, and you will partner closely with Sales teams to deliver customer Executive Business Reviews and QBR’s. Success in this position will provide the opportunity to have an influential role in providing feedback to Product & Engineering to help shape our product offering based on the unique needs of MSSP customers and to ensure long-term success with Tines. This role partners closely with Sales, Professional Services, Product teams, Customer Success Engineers, and other internal teams in pursuit of driving deeper partnerships and successful customer outcomes in these accounts.

Responsibilities

• Effectively aligning with customer stakeholders in Tines’ MSSP set of accounts to ensure stakeholder alignment and value is being delivered along the customer journey - from onboarding through renewal
• Working alongside our Sales teams to drive expansion of Tines within our MSSP customer install base
• In conjunction with a Customer Success Engineer (technical resource), orchestrating a first-class onboarding experience to ensure customer use cases are delivered in the specified timeline and customer users have the knowledge and skills they need to build and automate in the platform
• Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer
• Identifying issues that impact customers and/or challenges in the business and is able to provide thought leadership in finding a customer solution, and to provide recommendations to streamline existing process through automation
• Coordinating onboarding and business reviews to evaluate and review performance, align with customer priorities, drive a automation plan/roadmap, and locate new opportunities to promote usage & expansion within existing and new teams
• Partnering with internal teams to build success plans and account plans, align customer needs with use cases to increase platform usage/adoption/features, and present outcomes to executive stakeholders: VP / C-Suite level alignment
• Proactively identifying risks to the customer achieving their stated goals, and working with the CSE / PM teams and CS leadership to develop and drive a comprehensive risk mitigation plan
• Developing and driving a renewal plan and delivering a strategic message to customer users/analysts, management, and the C-Suite on the value of Tines and strategic recommendations for the account
• 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

Requirements

• 8+ years of experience in a customer Success, technical account management or post-sales role at a technology company, preferably with a SaaS Security company
• 2+ years of customer success or technical account management experience working directly with MSSP’s
• 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 when to engage management or leadership.

Benefits

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