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Certinia · 10 hours ago

Customer Success Manager Strategic II - US

United States

Full-time

Remote

Senior Level

$140K/yr - $190K/yr

Certinia is a Services-as-a-Business platform that connects all aspects of services operations. The Senior Customer Success Manager will be a trusted advisor to customers, helping them achieve maximum value from Certinia's solutions and ensuring a smooth user experience through expert guidance and relationship management.

AccountingCloud ComputingEnterprise Resource Planning (ERP)Financial ServicesHuman ResourcesProfessional ServicesSaaSSoftware

Responsibilities

Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, from onboarding to regular check-ins. You'll create and manage Success Plans that guide customers to adopt key features and best practices, confirming that they are achieving their desired business outcomes and value from our products

Provide Expert Guidance: Act as a functional expert, offering guidance on standard configurations and leading practices. You'll answer basic "how-to" questions and troubleshoot common user issues, ensuring a smooth and effective user experience

Manage Customer Health and Risk: Proactively monitor customer health indicators and engagement patterns to identify and mitigate churn risks. You'll report any red flags to management and collaborate with internal teams to address potential issues

Build and Nurture Relationships: You will develop and maintain strong relationships with key stakeholders across your accounts, building trust and fostering a sense of advocacy for Certinia

Collaborate on Account Strategy: Work closely with the Account Executive to co-develop and execute account plan items focused on adoption and value attainment. You'll also support the sales and professional services teams on opportunities for expansion

Qualification

Customer Success ManagementTechnical AcumenSalesforce ExperienceProfessional Services AutomationEnterprise Resource PlanningCustomer Relationship ManagementProactive ThinkingCommunicationCollaboration

Required

Proven Experience in Customer Success: You should have a track record of successfully managing a portfolio of enterprise or mid-market customers in a SaaS environment

Strong Technical and Product Acumen: You can quickly learn and understand new technology. You're comfortable providing functional guidance and troubleshooting common issues

Excellent Communication and Relationship Skills: You are a natural at building rapport and trust with customers. You can clearly and effectively communicate complex information, manage difficult conversations, and maintain a positive relationship even during high-stress situations

Proactive and Strategic Thinking: You don't just react to problems; you anticipate them. You can identify risks and opportunities within an account and take action to address them

Collaboration and Teamwork: You're a team player who can work effectively with internal teams across Sales, Professional Services, and Support to ensure a seamless customer experience

Preferred

Experience with Certinia products or a strong understanding of professional services automation (PSA), enterprise resource planning (ERP), or customer relationship management (CRM) software

Experience working in a fast-paced, high-growth environment

Experience working with Salesforce and the Salesforce ecosystem