Customer Success Manager-US

Certinia is a company that delivers a Services-as-a-Business platform, enhancing customer experiences and operational efficiency. They are seeking a dedicated Customer Success Manager to manage mid-market accounts, drive customer adoption, and build strong relationships to ensure clients achieve their desired outcomes.

Responsibilities:

• Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, guiding customers through the onboarding process, and conducting regular check-ins. You will develop and manage success plans that help customers adopt key features and best practices, and you'll confirm that they are achieving their desired business outcomes
• Provide Expert Guidance: You will serve as a trusted advisor, offering functional guidance on standard configurations and leading practices. You'll answer basic 'how-to' questions and troubleshoot common user issues, ensuring a smooth and effective customer experience
• Manage Customer Health and Risk: You will monitor key customer health indicators and proactively identify and address potential churn risks based on health scores and engagement patterns. When red flags appear, you'll document them, report them to management, and collaborate with internal teams to find solutions
• Strengthen Customer Relationships: You'll build and nurture relationships with key contacts within your accounts, acting as a reliable and knowledgeable partner. By proactively engaging with them, you'll build trust and foster strong advocacy for Certinia
• Support Account Strategy: In collaboration with the Account Executive, you will co-develop and execute account plan items related to adoption and value attainment. You'll also be on the lookout for upsell and cross-sell opportunities that can further benefit our customers

Requirements:

• At least 3 years of experience in a customer-facing role in a SaaS environment
• Excellent verbal and written communication skills with the ability to manage standard customer escalations and clearly communicate status updates during high-stress situations
• A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships
• The ability to understand and provide functional guidance on a complex software platform and the skills to troubleshoot common user issues
• A self-starter who can monitor customer health and proactively identify and address risks before they become major issues
• Previous experience working with the Certinia or Salesforce platform
• Experience in developing and executing account plans
• The ability to think critically and coordinate internal teams to resolve customer issues effectively