Customer Success Manager-US

About the role

Certinia (formerly FinancialForce) is a company that provides a Services-as-a-Business platform. The company offers Professional Services Automation (PSA), Customer Success, and ERP solutions on Salesforce’s cloud platform.

Responsibilities

• Drive Customer Adoption and Value: Execute customer success playbooks, guide customers through onboarding, and conduct regular check-ins. Develop and manage success plans to help customers adopt key features and achieve desired business outcomes.
• Provide Expert Guidance: Serve as a trusted advisor, offering functional guidance on standard configurations and leading practices. Answer basic "how-to" questions and troubleshoot common user issues.
• Manage Customer Health and Risk: Monitor key customer health indicators and proactively identify and address potential churn risks based on health scores and engagement patterns. Document and report red flags to management and collaborate with internal teams to find solutions.
• Strengthen Customer Relationships: Build and nurture relationships with key contacts within accounts, acting as a reliable and knowledgeable partner. Proactively engage with them to build trust and foster strong advocacy for Certinia.
• Support Account Strategy: Collaborate with the Account Executive to co-develop and execute account plan items related to adoption and value attainment. Look for upsell and cross-sell opportunities that can benefit customers.

Requirements

• Experience: At least 3 years of experience in a customer-facing role in a SaaS environment.
• Communication Skills: Excellent verbal and written communication skills with the ability to manage standard customer escalations and clearly communicate status updates during high-stress situations.
• Customer-Centric Mindset: A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships.
• Technical Aptitude: The ability to understand and provide functional guidance on a complex software platform and the skills to troubleshoot common user issues.
• Proactive Attitude: A self-starter who can monitor customer health and proactively identify and address risks before they become major issues.

Qualifications

• Certinia/Salesforce Platform Experience: Previous experience working with the Certinia or Salesforce platform.
• Account Planning Skills: Experience in developing and executing account plans.
• Problem-Solving: The ability to think critically and coordinate internal teams to resolve customer issues effectively.

Skills

• Excellent verbal and written communication skills.
• Ability to manage customer escalations and communicate status updates.
• Strong passion for helping customers succeed.
• Understanding and providing functional guidance on a complex software platform.
• Skills to troubleshoot common user issues.
• Self-starter with the ability to monitor customer health and proactively identify risks.

Benefits

The reasonably expected base salary range for this full-time position is $95,125 - $170,000, with an 80/20 split between base salary and OTE (Other Total Compensation).