Customer Success Manager
Skimmer
Senior Director, Customer Success
Tines
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $280,000 - $300,000 per year
Job Level
Senior
About the role
- Lead a high-performing regional team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs).
- Create and execute strategies that ensure customers realize maximum value from our solutions.
- Guide the team through scaling operations, maturing processes, and navigating transformational change in a high-growth environment.
- Define and execute the North America customer success strategy in alignment with global objectives.
- Drive customer outcomes including retention, upsell, cross-sell, and advocacy.
- Serve as an executive sponsor for strategic accounts and a senior escalation point for customer issues.
- Design and implement scalable processes, playbooks, and customer health frameworks to serve an expanding customer base.
- Champion technology adoption (CS platforms, analytics, and automation tools) to increase efficiency.
Requirements
- 15+ years of experience in customer success, account management, or a related function, with at least 8+ years in senior leadership roles, leading large, multi-layered orgs.
- Proven experience scaling CS functions within high-growth, dynamic environments.
- Track record of leading distributed, cross-functional teams to exceed retention and growth targets.
- Deep understanding of SaaS business models, recurring revenue, and customer lifecycle management.
- Exceptional executive presence, influencing, and negotiation skills.
- Strong data-driven decision-making and analytical capabilities.
- Demonstrated success in change management and leading teams through transformation.
- Bachelor’s degree or equivalent experience required.
Benefits
- equity 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementSaaS business modelsrecurring revenuecustomer lifecycle managementdata-driven decision-makinganalytical capabilitieschange managementscalable processescustomer health frameworks
Soft skills
executive presenceinfluencing skillsnegotiation skillsleadershipteam managementstrategic thinkingcommunicationproblem-solvingadaptabilitycollaboration
