Senior Customer Success Manager

The Senior Customer Success Manager will play a critical role in shaping the next phase of customer growth and maturity at Tines.

As Tines continues to evolve into an intelligent workflow and AI orchestration platform, this role will serve as a highly consultative strategic advisor, helping customers operationalise automation and AI safely, effectively, and at scale. You will partner with organisations to define measurable business outcomes, develop long-term success strategies, and realise tangible value through structured Success Planning and Verified Outcomes.

This is not a traditional Customer Success role.

Success in this position requires the ability to operate confidently at every level of a customer organisation. You will engage executive stakeholders to shape long-term strategy, while also partnering closely with customer builders, technical teams, and Customer Success Engineers to translate that strategy into practical execution. We believe exceptional customer outcomes are achieved by leaders who are equally comfortable going wide and deep, combining executive influence with a willingness to roll up their sleeves and solve complex customer challenges.

You will act as an orchestrator across technical, operational, and business functions, helping customers mature their automation capabilities across Security, IT, Engineering, Operations, and beyond. Through trusted relationships, strategic guidance, and a strong understanding of organisational change, you will accelerate value realisation, identify opportunities for growth, and influence long-term customer strategy.

This role is particularly suited to individuals who thrive in ambiguity, enjoy building in emerging markets, and can operate with a high degree of autonomy, curiosity, and ownership. As one of the founding Strategic Customer Success hires in the region, you will play a pivotal role in shaping how Customer Success scales across ANZ. The early stages of customer engagements are intentionally hands-on, allowing you to develop a deep understanding of each customer's people, processes, and priorities before influencing long-term transformation. As the region continues to grow, you will have the opportunity to shape customer engagement models, mentor others, influence cross-functional strategy, and help define what world-class Customer Success looks like at Tines.

In addition to delivering exceptional outcomes for your own customers, you will help shape the future operating model for Customer Success at Tines through customer insight, field leadership, mentoring, and cross-functional influence.

What you will be doing :

• Act as a strategic advisor to senior customer stakeholders, helping organisations define, operationalise and scale intelligent workflow, automation and AI strategies.
• Lead highly consultative customer engagements focused on business transformation, workflow maturity, governance, operational efficiency and AI adoption.
• Lead executive-level Success Planning and Verified Outcomes, ensuring customer objectives are translated into measurable business outcomes and long-term strategic value.
• Partner with executive stakeholders, customer builders, Customer Success Engineers and technical teams to connect platform capabilities with organisational priorities and measurable business outcomes.
• Lead Executive Business Reviews that align customer outcomes, product adoption, roadmap priorities and commercial growth opportunities.
• Identify opportunities to expand Tines into additional teams, business units and strategic use cases across Security, IT, Engineering, Operations and other enterprise functions.
• Partner closely with Sales to develop expansion strategies, identify new opportunities and support commercial growth across strategic accounts.
• Drive complex renewals and expansion strategies through strong commercial acumen, executive stakeholder alignment and customer value realisation.
• Act as the strategic quarterback for complex customer situations, orchestrating cross-functional teams to remove barriers, maintain executive confidence and deliver successful outcomes.
• Work shoulder-to-shoulder with Customer Success Engineers and customer builders during critical stages of adoption, translating executive strategy into practical execution and removing technical and operational barriers to success.
• Operate as a regional market leader and field strategist, helping shape customer engagement strategy, customer maturity and long-term market development across ANZ.
• Influence the evolution of Customer Success through customer insight, scalable engagement models, Success Planning best practices and field leadership.
• Provide structured customer feedback and market insight to Product and Engineering teams to help shape platform evolution and improve the customer experience.
• Identify patterns, operational friction and customer maturity gaps across the install base, influencing scalable solutions that improve customer outcomes.
• Mentor and elevate peers through thought partnership, coaching, field leadership and modelling high-impact customer engagement behaviours.
• Operate autonomously in ambiguous, fast-moving environments with a strong bias for ownership, sound judgement and action.

What you bring with you:

• 8+ years of experience in Customer Success, Strategic Account Management, Solutions Consulting, Technical Account Management or other post-sales leadership roles within SaaS or enterprise technology.
• Proven experience managing complex enterprise customers and developing trusted relationships with executive stakeholders.
• Demonstrated success leading executive Success Planning, customer transformation initiatives and measurable business outcomes in complex organisations.
• Experience driving customer adoption, expansion, organisational change and long-term value realisation.
• Strong consultative skills with the ability to connect technical capabilities to business strategy and operational transformation.
• Demonstrated ability to move seamlessly between executive strategy and hands-on customer execution, knowing when to zoom out to shape direction and when to dive into the detail to remove customer barriers.
• Ability to influence both executive and technical audiences, translating effectively between senior leaders, customer builders and technical teams.
• Strong commercial acumen with experience developing expansion strategies, supporting renewals and driving long-term customer growth.
• Experience operating successfully within high-growth organisations, demonstrating comfort with ambiguity and helping shape new ways of working.
• Deep curiosity about automation, AI, intelligent workflows and how technology enables organisational transformation.
• Strong understanding of APIs, integrations and technical workflow concepts, with the ability to build credibility alongside Customer Success Engineers and technical stakeholders.
• A builder's mindset with a willingness to roll up your sleeves, solve complex customer challenges and create long-term customer value.
• Demonstrated ability to operate independently with high ownership, sound judgement and executive presence.
• Experience mentoring peers and influencing cross-functional teams without formal authority.

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