Senior Customer Success Manager - Enterprise

US Remote - East/Central/Mountain time zone

WHO WE ARE

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce’s leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

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, guiding them on their journey to achieve maximum value from our solutions. You'll be a critical part of their success, helping them adopt our products, navigate challenges, and expand their use of our platform.

WHAT YOU WILL DO IN THIS ROLE

• 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.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Proven Experience in Customer Success: You should have a track record of successfully managing a portfolio of enterprise or mid-market customers 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.

WHAT ELSE WOULD BE GREAT

• 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.

Salary Range: $140,000 - $190,00 Base OTE 80/20 split

Certinia annually assesses our compensation and benefits strategies to ensure a best-in-class total rewards package. New hire base pay is dependent on job-related, non-discriminatory factors such as experience, tenure, growth potential, team parity, geo, etc. Base pay is one part of the Total Rewards that Certinia provides to compensate and recognizes employees for their work. Certinia provides other elements including best-in-class benefits, variable pay offerings, remote work opportunities, flexible time off, parental leave, 401(k), HSA and FSA plans, and more