Senior Director, Customer Success – NAMER

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world’s most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines connects with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT and other security-focused teams. 

At Tines, we’re driven by our values of Simplicity, Speed, and Soundness. We’re committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

The Sr. Director of Customer Success – North America will lead a high-performing regional team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). This role is accountable for creating and executing strategies that ensure customers realize maximum value from our solutions, while guiding the team through scaling operations, maturing processes, and navigating transformational change in a high-growth environment.

Key Responsibilities

• Leadership & Team Development
  • Recruit, develop, and retain top CSM and CSE talent across North America.
  • Foster a high-performance culture focused on accountability, collaboration, and professional growth.
  • Provide ongoing coaching, career development, and performance management to Customer Success and Customer Success Engineering leaders.
• Customer Strategy & Outcomes
  • 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.
• Scaling & Process Optimization
  • 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.
  • Establish operational KPIs and governance to ensure consistency and quality of delivery.
• Cross-Functional Partnership
  • Partner closely with Sales to ensure seamless handoffs and growth opportunities.
  • Collaborate with Product and Engineering to bring the voice of the customer into the roadmap.
  • Work with Marketing to develop customer stories, case studies, and advocacy programs.
• Change Leadership
  • Lead the team through organizational, market, and product changes with resilience and clarity.
  • Promote agility and adaptability as core team strengths.

Qualifications

• 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.

Target Annual Compensation: $280-300k OTE + equity

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.