Customer Success Manager Strategic II - US

Certinia • Austin, TX

57d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees