Senior Customer Success Manager – East/Public Sector at human ingenuity | Boston, USA

human ingenuity is seeking a dedicated and experienced Senior Customer Success Manager to join our growing team in Boston, USA. As a pioneer in intelligent workflow automation, Tines empowers organizations to streamline their most critical processes through the power of AI, automation, and seamless integration. We are looking for a passionate individual who thrives on building strong relationships, driving customer value, and contributing to the success of our East/Public Sector clients. If you are a strategic thinker with a proven track record in customer success and a desire to make a tangible impact, we encourage you to apply.

Job Overview

The Senior Customer Success Manager – East/Public Sector will be instrumental in nurturing and growing our customer relationships within the East Coast and Public Sector markets. You will act as a trusted advisor, ensuring our clients achieve their desired outcomes and maximize their investment in the Tines platform. This role requires a deep understanding of customer needs, proactive problem-solving, and the ability to evangelize the value of intelligent workflow automation.

Key Responsibilities

• Develop and execute strategic success plans for a portfolio of East/Public Sector clients.
• Proactively engage with customers to understand their business objectives and align Tines solutions accordingly.
• Drive platform adoption, usage, and value realization through effective onboarding, training, and ongoing support.
• Identify and mitigate at-risk accounts, developing and implementing strategies for retention and growth.
• Serve as the primary point of contact for escalations and complex customer issues.
• Collaborate with Sales, Product, and Engineering teams to advocate for customer needs and inform product development.
• Conduct regular business reviews to demonstrate ROI and identify further opportunities for client success.
• Contribute to the development and refinement of customer success best practices and playbooks.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role.
• Demonstrated success working with Public Sector clients or a strong understanding of their unique procurement and operational environments.
• Proven ability to build and maintain strong, long-term relationships with key stakeholders at all levels.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving and analytical abilities, with a consultative approach.
• Experience with workflow automation, SaaS platforms, or related technologies is highly desirable.
• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
• Bachelor’s degree in a relevant field or equivalent practical experience.

What We Offer

• The opportunity to work with a cutting-edge intelligent workflow platform making a real impact.
• A collaborative and innovative company culture.
• Competitive compensation and benefits package.
• Opportunities for professional growth and development.
• Be part of a rapidly expanding company with global reach.