Senior Customer Success Manager - MSSP

As a Senior Customer Success Manager - MSSP at Tines, you will focus on driving strategic success planning, monitoring customer engagement, and ensuring customers receive the utmost value from their partnership with us. This includes onboarding new MSSP clients, developing tailored Success Plans, identifying opportunities for expansion, and conducting regular business reviews with executive stakeholders.

To be a successful candidate for the Senior Customer Success Manager - MSSP role at Tines, you should have a minimum of 8 years of experience in Customer Success or a technical account management role, ideally within a technology or SaaS security company. You should also have at least 2 years of experience working directly with Managed Service Providers.

At Tines, supporting customer success is a multi-faceted approach. We emphasize collaboration across teams, equipping customers with the necessary knowledge for effective platform usage, actively identifying risks, and proactively developing renewal plans. Our Senior Customer Success Managers - MSSP work to enhance users' experiences and address challenges while ensuring alignment with their strategic goals.

Essential skills for this role include excellent interpersonal and communication abilities, strong analytical thinking, a knack for problem-solving, and the capacity to understand complex technical needs. Additionally, a strategic mindset to identify opportunities for automation and optimization within customer organizations is crucial to your success.

Tines fosters a culture of continuous learning and personal development. As a Senior Customer Success Manager - MSSP, you’ll have the opportunity to influence product development based on customer feedback, collaborate closely with cross-functional teams, and take a lead role in shaping customer experiences, setting the stage for further opportunities in senior management or specialized roles.

When addressing customer needs, I prioritize understanding each customer's unique requirements by conducting thorough analyses of their current state, gathering feedback, and engaging with key stakeholders to align solutions with their strategic initiatives.

My experience working with MSSPs includes collaborating on technical integrations, understanding their specific security challenges, and offering tailored solutions that align with their operational goals. I have successfully driven value through enhanced adoption and optimization of SaaS tools.

In a previous role, I collaborated with technical teams to create a structured onboarding process that included personalized training sessions and clear communication of success milestones, which ensured customer users felt equipped to leverage the platform effectively from Day 1.

I focus on listening actively to the customer's concerns, validating their feelings, and then working collaboratively to derive solutions. By leveraging internal resources and my problem-solving skills, I've successfully turned challenging situations into opportunities for deeper client engagement.

I utilize a combination of customer satisfaction surveys, account dashboards, usage metrics, and regular feedback sessions to gauge customer success. This quantitative and qualitative data helps to create value-centric success plans tailored to their evolving needs.

Ensuring alignment with sales teams involves frequent communication and collaboration on customer needs and feedback. I advocate for shared goals and provide insights that inform their strategies to ensure smooth transitions from sales to successful account management.

Communication is fundamentally important in building trust and ensuring transparency. I regularly communicate with customers, stakeholders, and internal teams to ensure everyone is aligned on progress and expectations, fostering a collaborative environment.

In one instance, I collected detailed feedback on a feature that the customers found challenging to use. After compiling suggestions and presenting a report to the product team, we implemented several changes that significantly improved usability and customer satisfaction.

Creating a customer roadmap involves engaging in deep discovery sessions to understand their current state and desired outcomes. I then collaborate with customers to outline prioritized automation initiatives, aligning them with their strategic business goals and providing a clear path forward.

I'm motivated by the opportunity to facilitate impactful changes in how customers operate. Seeing customers realize their ambitions and transform through our solutions inspires me to continuously strive for excellence in my role.