Manager, Customer Success - scaled

Location - East Coast

WHO WE ARE

Certinia 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 (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

The Manager, Customer Success (Scale) will be responsible for leading, developing, and inspiring a pooled Customer Success team focused on driving adoption, retention, and expansion across our non-dedicated, scale segment customer base. This is a critical leadership role responsible for executing our high-volume customer success strategy through optimized processes, technology, and skills-based team deployment. You will ensure the team delivers a seamless, high-quality customer experience by maximizing efficiency and strategically partnering with cross functional teams.

WHAT YOU WILL DO IN THIS ROLE

Team Leadership & Development

• Lead and Coach: Directly manage and coach a team of Customer Success Specialists/CSMs within a pooled model. Conduct regular one-on-ones, performance reviews, and career development planning.
• Skills Deployment & Management: Implement and manage the skills-based operating model within the team. Assess team member proficiencies and strategically assign resources based on specialized skills to address specific customer segments or workflow needs in the pooled environment.
• Drive Performance: Monitor and manage team performance against key metrics (e.g., Gross Retention, Net Retention, Customer Health Score, Product Adoption Rate, Time to Value, Case Resolution, Time to First Response).

Scale Strategy, Process, & Campaign Execution

• Process Excellence: Design, implement, and continuously refine scalable customer success playbooks, workflows, and automated journeys (e.g., onboarding, adoption campaigns, risk mitigation).
• Campaign Collaboration (with Global Marketing): Act as a liaison to Global Marketing to ensure Scaled CS objectives for adoption and retention are integrated into all campaigns.
• Tool Utilization: Maximize the effectiveness of Customer Success technology (CRM, CS Platform, and automation tools) to ensure efficient data management and targeted, high-impact customer outreach.
• Modernizing Systems: Innovation in complementing existing processes and workflows through AI/Agentic workflows focused on customer self service and case deflection

Cross-Functional Alignment & Advocacy

• Strategic Collaboration: Partner with the teams responsible for Voice of the Customer (VoC) by providing structured input on key pain points, adoption trends, and aggregated data from the scale segment to inform broader customer listening programs.
• Product Advocacy: Collaborate closely with Product and Engineering teams to use data-driven insights from the pooled segment to influence the product roadmap for features that enhance scale customer value and adoption.
• Internal Alignment: Partner with the Sales/Renewals team to ensure seamless handoffs and coordinated efforts for renewals and expansion opportunities within the pooled customer base.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role in a SaaS environment.
• 2+ years of direct people management experience, specifically leading a team of Customer Success professionals.
• Automation & AI for Scale: Demonstrated experience leveraging automation, AI, and machine learning tools to build, refine, and embed scalable workflows (e.g., proactive health checks, automated outreach, self-service solutions) within a pooled Customer Success model to drive team efficiency and consistent customer experience.
• Proven experience managing a team under a skills-based model or similar resource allocation structure.
• Demonstrated ability to develop and execute a Customer Success strategy for pooled, high-volume, or scale customer segments.
• Deep familiarity with Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst) and CRM systems (e.g., Salesforce).
• Exceptional analytical skills with the ability to translate customer usage data and health metrics into actionable strategies and process improvements.
• Experience collaborating directly with a central Marketing team and other strategic functions like Product
• Experience launching a new Customer Success methodology or significant process change.