Senior Manager, Customer Success Management

UK remote

Internal Application deadline closes Monday, 9th March

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

We are looking for a results-oriented leader to manage and grow our High Touch Customer Success Management Team across EMEA and Australia, overseeing both Commercial and Enterprise segments. This role is a critical part of our Customer Success organization.

In addition to being responsible for improving retention through deeper product adoption and value realization, you and your team will play a role in influencing future revenue growth by ensuring higher product usage, customer satisfaction, and overall health scores. You will drive advocacy within our customers, as well as being responsible for ongoing growth and building long-term partnerships.

This role will manage a team of Customer Success Managers (CSMs) engaging both Commercial and Enterprise customers throughout the customer’s lifecycle journey with Certinia—from the sales cycle through adoption and full value realization, building and maintaining relationships as the partnership with Certinia matures over time. This opportunity is perfect for someone with a successful history of driving customer adoption of enterprise software for customers to maximize the investment with Certinia.

WHAT YOU WILL DO IN THIS ROLE

• Lead, mentor, and coach a high-touch customer success team (covering Commercial and Enterprise segments) through your experience, passion, and dedication to driving positive customer outcomes
• With the help of your team, increase customer retention rates, and supporting sales to meet or exceed quarterly revenue goals, and grow the Certinia footprint
• Achieve operational excellence, be data-driven, and leverage insights for continuous improvement
• Lead customer adoption programs; including CSM engagements, expanding existing framework to other Certinia products and services within your regions, and evolving existing programs to stay current with customer needs.
• Develop and drive a process to identify opportunities for upselling, cross-selling, and expansion in partnership with our sales and operations teams.
• Act as an escalation point as required for customer calls; the expectation is for you to oversee and where needed, manage and lead the escalations to support the resolution for our customers.
• Lead and develop a distributed Customer Success team, including team members based in EMEA and Australia, ensuring consistent execution, engagement, and performance across regions and time zones.
• Manage day-to-day operations, including team meetings,, account assignments, resource planning, and inspecting the team's progress toward goals.
• Collaborate with other Certinia leaders to drive innovation, improve processes and procedures to maximize customer retention, and reduce churn
• Successfully navigates cross-functionally, building strong relationships with stakeholders such as sales, professional services, product and marketing.
• With the help of your team, lead customer adoption of Certinia products and services within the Commercial and Enterprise accounts, identify and mitigate any potential risks, and ensure renewal risk register is current and accurate for cross-departmental visibility.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Ideally, 5+ years’ experience in leading high-performing teams in Customer Success organizations
• Demonstrated experience in coaching and developing people
• Meticulous attention to detail, polished verbal/written communication skills
• Proactive and adaptable to new challenges
• Proficient with SFDC (salesforce.com)
• Ideally, a combined background of pre & post sales and/or account management experience in the software industry
• Strong empathy for customers and passion for revenue and growth
• Strong analytical and process-oriented mindset
• Deep understanding of the value drivers in a recurring revenue business model
• Ability to understand technology and clearly articulate the value proposition to the customer consistently and in partnership with our revenue-driving teams
• Ability to influence others through persuasion, negotiation, and consensus-building
• Enthusiastic and creative leader with the ability to inspire others

Internal Application deadline closes Monday, 9th March