Sr Manager, Customer Success - Scaled

Location - East Coast or UK

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 Senior Manager, Customer Success (Scaled) is a high-impact leadership position responsible for the strategic vision and operational excellence of our "one-to-many" customer success engine. You will lead a sophisticated, pooled CS organization, moving beyond traditional management to architect a digital-first journey that drives retention and expansion at scale.

As a senior leader, you will be the primary architect of our skills-based deployment model, leveraging cutting-edge AI and automation to ensure our non-dedicated customer segment receives world-class support. You will act as a key stakeholder in cross-functional forums, ensuring the "Voice of the Scaled Customer" informs Certinia’s global product and go-to-market strategies.

WHAT YOU WILL DO IN THIS ROLE

Strategic Leadership & Organizational Design

• 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-Based Architecture: Design and optimize the global skills-based operating model. You will determine how to dynamically route customer needs to the right experts, ensuring maximum efficiency without sacrificing the customer experience.
• Performance Engineering: Own the North Star metrics for the Scaled segment (Gross/Net Retention, NPS, and Health). You don't just report on these numbers; you diagnose trends and pivot the global strategy to address them.

Digital Transformation & AI Innovation

• Next-Gen Workflows: Lead the charge in modernizing the CS technology stack. You will architect AI-driven "Agentic" workflows and self-service ecosystems that proactively deflect issues and guide customers toward value.
• Lifecycle Orchestration: Design and refine complex, automated customer journeys. You will partner with Marketing and Operations to ensure every digital touchpoint is personalized, data-driven, and timed for maximum impact by taking high touch CS motions and driving at scale
• Data-Driven Advocacy: Use advanced analytics to synthesize thousands of customer data points into actionable insights for the Executive Leadership Team (ELT).

Cross-Functional Influence

• Product Partnership: Serve as a strategic consultant to Product and Engineering, using scale-segment data to prioritize features that reduce "friction-to-value" and enhance self-serviceability.
• GTM Alignment: Partner with Sales and Renewals leadership to build seamless, automated handoff protocols that ensure high-volume renewals are handled with surgical precision.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• 10+ years of experience in Customer Success, Account Management, or Sales Operations within a SaaS environment, with at least 5 years specifically in a people leadership role.
• Proven track record of owning a "Scale," "Digital," or "Pooled" CS segment. You have successfully managed books of business totaling $50M+ in ARR.
• Deep expertise in Customer Success tech stacks (e.g., Gainsight, ChurnZero) and Salesforce. You should have experience implementing or overseeing AI/ML integrations for customer health scoring or automated outreach.
• Demonstrated ability to lead an organization through significant shifts in methodology or digital transformation.
• Ability to build complex data models to predict churn and identify expansion opportunities within a high-volume environment.

The reasonably expected base salary range for this full-time position is $125,800 - $157,200 annually. Please note that the final offer will be determined by a variety of factors, including the candidate’s relevant experience, skills, and qualifications, as well as internal equity and market data.

In addition to a competitive base salary, Certinia offers:

• Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps.
• Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles.
• Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family’s newest additions.
• 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: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths.