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Certinia · 1 day ago

Manager, Customer Success

Austin, TX

Full-time

Onsite

Mid, Senior Level

$104K/yr - $130K/yr

5+ years exp

Certinia is a company that delivers a Services-as-a-Business platform, focusing on enhancing services operations and customer success management. The Manager, Customer Success will lead a team aimed at driving customer adoption, retention, and expansion, while ensuring a high-quality customer experience through optimized processes and collaboration with cross-functional teams.

AccountingCloud ComputingEnterprise Resource Planning (ERP)Financial ServicesHuman ResourcesProfessional ServicesSaaSSoftware

Responsibilities

Directly manage and coach a team of Customer Success Specialists/CSMs within a pooled model

Conduct regular one-on-ones, performance reviews, and career development planning

Implement and manage the skills-based operating model within the team

Assess team member proficiencies and strategically assign resources based on specialized skills to address specific customer segments or workflow needs in the pooled environment

Monitor and manage team performance against key metrics (e.g., Gross Retention, Net Retention, Customer Health Score, Product Adoption Rate, Time to Value, Case Resolution, Time to First Response)

Design, implement, and continuously refine scalable customer success playbooks, workflows, and automated journeys (e.g., onboarding, adoption campaigns, risk mitigation)

Act as a liaison to Global Marketing to ensure Scaled CS objectives for adoption and retention are integrated into all campaigns

Maximize the effectiveness of Customer Success technology (CRM, CS Platform, and automation tools) to ensure efficient data management and targeted, high-impact customer outreach

Innovation in complementing existing processes and workflows through AI/Agentic workflows focused on customer self service and case deflection

Partner with the teams responsible for Voice of the Customer (VoC) by providing structured input on key pain points, adoption trends, and aggregated data from the scale segment to inform broader customer listening programs

Collaborate closely with Product and Engineering teams to use data-driven insights from the pooled segment to influence the product roadmap for features that enhance scale customer value and adoption

Partner with the Sales/Renewals team to ensure seamless handoffs and coordinated efforts for renewals and expansion opportunities within the pooled customer base

Qualification

Customer Success ManagementAutomation & AITeam LeadershipSaaS ExperienceCustomer Success PlatformsAnalytical SkillsProcess ImprovementCollaboration Skills

Required

5+ years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS environment

2+ years of direct people management experience, specifically leading a team of Customer Success professionals

Demonstrated experience leveraging automation, AI, and machine learning tools to build, refine, and embed scalable workflows (e.g., proactive health checks, automated outreach, self-service solutions) within a pooled Customer Success model to drive team efficiency and consistent customer experience

Proven experience managing a team under a skills-based model or similar resource allocation structure

Demonstrated ability to develop and execute a Customer Success strategy for pooled, high-volume, or scale customer segments

Deep familiarity with Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst) and CRM systems (e.g., Salesforce)

Exceptional analytical skills with the ability to translate customer usage data and health metrics into actionable strategies and process improvements

Experience collaborating directly with a central Marketing team and other strategic functions like Product

Experience launching a new Customer Success methodology or significant process change

Benefits

Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps.

Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles.

Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family’s newest additions.

Comprehensive Coverage: Premium medical, dental, and vision insurance, a 401(k) with a competitive company match, and generous paid time off (PTO) plus observed company holidays.

Growth & Development: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths.