Analyst, Customer Success

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

Reporting to our Director of Data and Analytics, we are looking for someone to partner with our customer success teams and drive better decision-making with data. You’ll work closely with customer success and support leadership to identify opportunities, solve problems and become a truly trusted advisor.

Our ideal candidate is someone who knows B2B SaaS and can leverage data to drive real commercial impact. You’re excited by the idea of building relationships and trust with our Customer Success (CS) teams while helping to improve our overall approach to data infrastructure, analysis and impact. You are more interested in solving complex problems than finding complex solutions, and can unblock yourself efficiently when you hit roadblocks or unexpected challenges.

Our ideal candidate will be based in proximity to our Dublin office.

Responsibilities

• Embed within our CS teams to deeply understand their strategy, culture and operations.
• Identify, own and drive complex data and analytics projects from design to delivery to address business needs including:
  • Strategic and ad-hoc reporting on key CS areas
  • Deep analysis to gain understanding of business challenges
  • Designing, implementing, and leveraging operating metrics to aid strategic and functional decision-making
  • Design and utilize data pipelines, reporting platforms and analytics solutions to power this work.
• Collaborate effectively with other teams to drive data integrity and improve our data ecosystem, contributing to the data team’s wider efforts.

Experience/Requirements

• 5+ years experience working as part of a data analytics team in a SaaS organisation.
• Strong familiarity with B2B SaaS metrics and operations, including customer success management, support and customer analytics.
• Have demonstrated knowledge in all elements of a data & analytics setup, e.g. BI tools (we use Looker), ETL/ELT, SQL, Data Visualisation, Web Analytics.
• Are hands-on and pragmatic, able to take end-to-end ownership of analytics projects from conception to delivery.
• Can ‘unblock’ themselves: a willingness and aptitude to rapidly pick up new concepts to get the job done.
• Macro-to-micro versatility: strategic mindset coupled with a keen attention to detail.
• Well-rounded interpersonal skills, and experience interacting with diverse stakeholders.
• Preferred:
  • Previous experience with one or more of Looker, Snowflake, FiveTran and web-based applications.
  • Specific experience with Salesforce data models, as well as Fivetran, Snowflake, Looker and DBT.

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.