Senior Customer Success Manager-US

About the role

We're looking for a motivated and experienced Senior Customer Success Manager (CSM) to join our growing team. In this role, you'll be a trusted advisor to a portfolio of Certinia customers, and will leverage product expertise to proactively connect customer business outcomes to Certinia’s product capabilities, ensuring tangible value is realized.

Responsibilities

• Drive Customer Adoption and Value: Execute our customer success playbooks, from onboarding to regular check-ins. 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. 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. Report any red flags to management and collaborate with internal teams to address potential issues.
• Build and Nurture Relationships: 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. Support the sales and professional services teams on opportunities for expansion.

Requirements

• Proven Experience in Customer Success: Track record of successfully managing a portfolio of enterprise customers with a book of business of around 10 million ARR in a SaaS environment.
• Strong Technical and Product Acumen: Comfortable learning and understanding new technology, providing functional guidance and troubleshooting common issues.
• Excellent Communication and Relationship Skills: Natural at building rapport and trust with customers, clear and effective communicator, able to manage difficult conversations and maintain a positive relationship even during high-stress situations.
• Proactive and Strategic Thinking: Anticipate problems, identify risks and opportunities within an account, and take action to address them.
• Collaboration and Teamwork: Effective team player who can work effectively with internal teams across Sales, Professional Services, and Support to ensure a seamless customer experience.

Qualifications

• Experience with Certinia products.
• 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.

Skills

• Customer Success Management
• Product Expertise
• Communication and Relationship Building
• Strategic Thinking
• Collaboration and Teamwork

Benefits

• Holistic Wellness Program: Monthly wellness stipends, access to premium wellness apps.
• Flexible Work Environment: Remote, hybrid, and flexible scheduling options.
• Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents.
• 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: Internal workshops, skill-building initiatives, and supported learning paths.

Pay

The reasonably expected base salary range for this full-time position is $110,000 - $190,000 full OTE (80/20 split).

Schedule

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