Lead Customer Success Manager - West

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

This is a remote position that must be based in PST or MST.

Role Overview

As a Lead Customer Success Manager , you will own the post-sales strategic relationship, retention, and value realization across our highest-stakes enterprise accounts. You are a self-starter and bar-raiser who operates with high autonomy, driving customer outcomes while working in tight partnership with Sales to uncover and capitalize on strategic growth opportunities.

In this role, you will serve as the trusted advisor and strategic lead for your portfolio, orchestrating technical and commercial counterparts—including Forward-Deployed Engineers (FDEs), Account Executives, and Product leaders. You will bridge complex technical deployments with executive-level business goals, ensuring customers realize maximum value from their investment and naturally expand their footprint with us.

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

Post-Sales Strategic Track Record: 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management handling high-ARR, complex enterprise platforms.

Commercial Acumen & Growth Mindset: Proven history of partnering with Sales to identify, nurture, and help close upsells, expansions, and renewals in complex, multi-stakeholder environments.

Technical & FDE Alignment: Deep experience collaborating with Forward-Deployed Engineers, Solutions Architects, and product delivery teams to translate technical achievements into commercial value.

High Autonomy & Leadership: Self-motivated bar-raiser with a bias for action who excels in ambiguous, fast-paced environments and takes full accountability for account outcomes.

Executive Presence: 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 / Pluses

High Tech Industry Expertise: 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.

What Success Looks Like in Year 1

Month 3: Fully onboarded, account health assessments completed, and tight alignment established with assigned Sales AEs and FDE teams on key accounts.