Customer Success Manager II - German Speaking

TinesTines·Remote(Ireland)
Customer Success

WFA Digital Insight

As the demand for digital skills and remote work expertise continues to rise, with over 70% of companies now adopting automation solutions, the need for skilled customer success managers has never been more pressing. With the market for automation platforms forecast to grow by 25% annually, Tines is at the forefront of this trend. This role offers a unique chance to drive business growth and customer success, leveraging technical expertise to deliver real results. Candidates should be prepared to demonstrate their ability to navigate complex technical landscapes and foster long-term client relationships. Before applying, consider how your skills and experience align with the rapidly evolving automation market.

Job Description

About the Role

The Customer Success Manager II role at Tines is a critical component of the company's growth strategy, focusing on driving adoption and expansion of the automation platform across existing and new customer teams. This role requires a deep understanding of the technical aspects of the platform and the ability to communicate its value to customers. As a key member of the customer success team, you will be responsible for ensuring that customers achieve their goals through the effective use of the Tines platform.

The day-to-day responsibilities of this role will involve managing the key phases of the customer journey, from onboarding and adoption to business reviews and renewal. This includes leading a first-class onboarding experience, translating technical customer needs to internal teams, and providing feedback to the product team to shape the future of the platform. You will work closely with sales, support, marketing, and other internal teams to build account plans and align customer needs with use cases to increase platform usage.

What You Will Do

  • Support the key phases of the customer journey: onboarding, adoption/value conversations, business reviews, and renewal.
  • Lead a first-class onboarding experience and ensure customer use cases and requirements are met within the specified timeline.
  • Translate technical customer needs to internal technical teams and deliver feedback to the Product team on new feature requests and enhancements.
  • Coordinate onboarding and business reviews to evaluate performance, learn about customer priorities, and locate new opportunities to promote expansion within existing and new teams.
  • Partner with internal resources to build account plans and align customer needs with use cases to increase platform usage.
  • Proactively identify risks to the customer achieving their stated goals and work with the CSM/PM teams to develop and drive a comprehensive risk mitigation plan.
  • Identify issues that impact customers and/or challenges in the business and provide thought leadership in finding customer solutions or assist in co-development of process improvements, programs, and/or assets.
  • Develop and drive a renewal plan and deliver a strategic message to analysts, management, and executive stakeholders on the value of Tines and next steps for the account.
  • Manage a book of business by evaluating data indicators and health of accounts to drive renewals and expansion strategies.

What We Are Looking For

  • 5+ years of experience in a technical account management, customer success, or post-sales role at a technology company.
  • Fluency in German.
  • Experience with a SaaS solutions offering for technical teams (cybersecurity, DevOps, IT, other).
  • Strong technical skills and the ability to understand and communicate the value of automation platforms.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
  • Strong problem-solving skills and the ability to think critically and creatively.
  • Experience with data analysis and metrics to drive business decisions.

Nice to Have

  • Experience with workflow automation platforms.
  • Familiarity with AI, automation, and integration technologies.
  • Knowledge of the cybersecurity or IT industry.
  • Experience working in a remote or distributed team environment.
  • Certification in customer success or a related field.

Benefits and Perks

  • Competitive compensation package.
  • Opportunity to work with a cutting-edge automation platform.
  • Collaborative and dynamic work environment.
  • Professional development opportunities.
  • Flexible remote work arrangements.
  • Access to the latest technologies and tools.
  • Comprehensive health and wellness benefits.
  • Generous paid time off policy.

How to Stand Out

  • Tip: Develop a strong understanding of the Tines platform and its applications in different industries to stand out in your application.
  • Be prepared to provide specific examples of your experience in technical account management or customer success, highlighting your achievements and the impact you made.
  • It's essential to demonstrate your ability to communicate complex technical information to both technical and non-technical stakeholders.
  • Showcasing a portfolio of your previous work, such as case studies or testimonials from previous clients, can significantly enhance your application.
  • When negotiating salary, consider the market rate for similar positions and be prepared to discuss your expectations based on your research and experience.
  • Pay attention to the company culture and values during the interview process; ensuring they align with your own can be crucial for long-term success in the role.

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