Senior Customer Success Manager at Tines.

About the role

In this pivotal role, you will be instrumental in fostering customer growth and enhancing their maturity with Tines' offerings. As the organization evolves into a sophisticated platform for workflow automation and AI orchestration, the Senior Customer Success Manager will serve as a trusted advisor. Your primary responsibility will be to guide clients in the effective and secure implementation of automation and AI solutions. This position demands collaboration with various stakeholders to define measurable business outcomes and craft strategies for sustained success.

Key facts

Location: Sydney, Recent South Wales, Australia
Engagement: Full-time
Team: Customer Success

What you'll do

- Act as a strategic advisor to senior executives, helping organizations articulate and scale their strategies for automation and AI.
- Lead consultative sessions aimed at driving business transformation, enhancing operational efficiency, and integrating AI solutions.
- Manage executive-level Success Planning and Verified Outcomes to ensure that customer objectives are translated into quantifiable results.
- Work closely with executive stakeholders, technical teams, and Customer Success Engineers to ensure that platform capabilities align with business goals.
- Conduct Executive Business Reviews to align customer outcomes with product adoption and identify growth opportunities.
- Explore opportunities to broaden Tines' influence within various departments and business units.
- Partner with the Sales team to develop strategies for account expansion and support growth in key client relationships.
- Oversee complex renewals and expansion projects by effectively aligning stakeholders and demonstrating value.




- Serve as a point of contact for complex customer scenarios, leading cross-functional teams to achieve successful outcomes.
- Collaborate with Customer Success Engineers during critical phases of adoption to convert strategies into actionable initiatives.
- Spearhead regional market strategies, enhancing customer engagement and long-term development across the ANZ region.
- Contribute to the evolution of Customer Success through insights, engagement models, and industry best practices.
- Provide constructive feedback to Product and Engineering teams to improve platform functionality and customer satisfaction.
- Identify trends and operational challenges within the customer base, driving scalable solutions to address them.
- Mentor colleagues by demonstrating effective customer engagement practices and providing coaching.
- Thrive in fast-paced and ambiguous situations, exhibiting strong ownership and sound decision-making skills.

Requirements

- At least 8 years of experience in Customer Success, Strategic Account Management, Solutions Consulting, Technical Account Management, or related post-sales roles within the SaaS or enterprise technology sectors.
- A proven history of managing complex enterprise clients and establishing trustworthy relationships with executive stakeholders.




- Experience in leading executive Success Planning and customer transformation projects that deliver measurable outcomes.
- Demonstrated capability to drive customer adoption and facilitate organizational change for long-term benefits.
- Strong consultative abilities to connect technical capabilities with overarching business strategies.
- Proficient in navigating between high-level strategic thinking and detailed execution, effectively addressing customer challenges.
- Ability to influence both executive and technical audiences, ensuring clear communication across various levels.
- Solid commercial acumen with experience in formulating expansion strategies and supporting renewal processes.
- Familiarity with high-growth environments, showcasing adaptability and innovative problem-solving skills.
- A genuine interest in automation, AI, and intelligent workflows, and their impact on organizational transformation.
- Understanding of APIs and technical workflow concepts, establishing credibility with technical stakeholders.
- A proactive approach focused on problem-solving and delivering enduring customer value.
Ability to work autonomously with a strong sense of ownership and executive presence.
- Experience in mentoring peers and guiding cross-functional teams without formal authority.

Practical notes

Tines is committed to providing equal employment opportunities to all candidates, regardless of their background or identity. If you have any reservations about submitting your application, we encourage you to trust your instincts and proceed. We appreciate diverse experiences and perspectives, as they enrich our company culture. We eagerly anticipate your application.

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📌 Senior Customer Success Manager (City of Sydney)
🏢 Tines
📍 City of Sydney