Managed Services Lead

About the role

Six of our largest enterprise customers buy a premium managed services package - a dedicated pod of Certa solution engineers handling their day-to-day tickets, configuration changes, and platform requests. Today, no single person runs the program across these accounts: cadence is inconsistent, prioritization varies, guardrails are light, and no one owns the team's workload. This role fixes that. You'll be the project manager and delivery lead for the managed services portfolio - today around 5 enterprise accounts and 3–5 solution engineers, both set to grow significantly as we scale. You own the client relationships, the quality bar, the processes, and the people. You're building this function, not maintaining one.

Responsibilities

• Own the portfolio: Act as the single owner and project manager across all accounts with a clear view of every client's status, managing each against its package entitlements (hours, ticket volume, SLA tier) to protect margin and flag renewal risk and expansion early.
• Run the delivery rhythm: Own ticket intake, triage, prioritization, assignment, and resolution across all accounts; define and hold SLAs by severity (P1–P4); and run root-cause analysis on every breach.
• Onboard & engage clients: Transition new clients from implementation onto a consistent support model, hold weekly calls and health checks, act as primary escalation contact, and lead monthly and quarterly service reviews.
• Create the managed services playbook (intake, prioritization, severity definitions, runbooks, response templates) and put deployment guardrails in place for enterprise tenants (change requests, peer review, sandbox validation, release windows, rollback plans).
• Lead the team: Own hiring, onboarding, coaching, and performance management for the largely early-career solution engineers, and design a coverage model (shifts and on-call across time zones) that meets SLAs without burnout.
• Bridge & report: Be the link to Product and Engineering on escalations, bugs, and roadmap input, and to Customer Success, Account Management, and Sales on renewals and growth - reporting the metrics that matter (SLA compliance, MTTR, CSAT, backlog/ticket aging, throughput).

Requirements

• Experience: 5+ years in managed services, premium or production support, professional services, or technical program/project management within B2B SaaS or enterprise software.
• Customer ownership: A track record of owning enterprise customer relationships, including the difficult conversations.
• Program management: Strong end-to-end project and program management across multiple accounts at once, without dropping threads.
• Tools & ecosystem: Hands-on with ITSM and ticketing platforms (Jira, Zendesk, ServiceNow, or similar), plus familiarity with the enterprise SaaS and ERP ecosystem (SAP, Oracle, Workday, NetSuite) that clients integrate with.
• People management: Direct experience hiring, coaching, and performance-managing support or delivery teams, including across time zones.
• Communication & technical fluency: Clear communication with enterprise stakeholders, translating between technical detail and business impact, with comfort around APIs, integrations, and no-code workflow configuration (no coding required).
• Mindset: Ownership, proactiveness, and curiosity - you pick up what falls through the cracks and act on problems before they escalate.

Compensation and Benefits

• Compensation: Top of market salary + bonuses and equity.
• Time off: 49 days paid time off.
• Benefits: PTO, full benefits, retirement and wellness plans.
• Growth: Professional development support, remote workspace setup bonus.
• Team building: Annual company offsites in exciting locations around the world.

Location

Certa is a remote-first company and we hire globally. We believe strongly in each team member working from the location that they choose. Should Certers wish to meet and work in person they have 3 lively office locations they can travel to: London, San Francisco, and Jaipur. The perfect place for Certers to collaborate, co-work and have face to face meetings.

Why Certa

• Category leadership: Certa was named a Leader in the inaugural 2026 Gartner Magic Quadrant for Third-Party Risk Management Tools - recognition that we're defining the category, not following it.
• Industry recognition: We've been honored across the analyst and awards landscape, including Top Tech and Customer Value distinctions in The Hackett Group's 2026 Risk Management SolutionMap, the ProcureTech100 (Advanced AI and Risk Management categories), and Best Overall eProcurement Software in the FinTech Breakthrough Awards.
• Top place to work: Certa was named one of Forbes' Best Startup Employers in the US. We're a fast-growing company where you'll wear many hats, ship quickly, and shape decisions that matter.
• Real scale with strong backing: We've processed over 10 million entities for 100,000+ users across 120+ countries. We're well-funded by leading investors including Fin Capital, Vertex Ventures, and Point72 Ventures, on the back of an oversubscribed Series B, headed towards Series C. We're excited to meet you!