Senior Customer Success Manager-US

Certinia is a company that delivers a Services-as-a-Business platform, connecting all aspects of services operations. They are seeking a Senior Customer Success Manager to act as a trusted advisor, ensuring that customers realize tangible value from Certinia’s product capabilities and helping them navigate challenges and adopt new features.

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

Requirements:

• Proven Experience in Customer Success: You should have a 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: 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
• 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