Customer Success Manager, Scale & Impact

Certinia; Austin (TX); Hybrid; USD 68,000 - 110,000; Full time

Job summary

Certinia is seeking a dedicated Customer Success Manager, Scale to manage a portfolio of customers using a tech‑touch approach. You will drive adoption and expansion through scalable playbooks, build engagement workflows, mitigate risk, and guide customers through their lifecycle with digital channels like webinars and online communities.

This role requires 3+ years in a customer-facing SaaS environment, excellent communication, and a proven ability to manage many accounts with autonomy.

Qualifications

• 3+ years in a customer-facing role, preferably in SaaS.
• Excellent verbal and written communication skills.
• Proven ability to build strong, lasting relationships.
• Experience orchestrating onboarding, adoption, maturity roadmaps, and expansion plays for many customers.
• Self-starter able to monitor health, identify risks, and manage daily workload.

Responsibilities

• Manage and resolve customer requests as the primary point of contact for incoming cases.
• Proactively monitor customer health and risk to prevent churn.
• Execute scalable customer playbooks for onboarding, renewals, and adoption sequences.
• Collaborate with Support, Product, and Account Executives to resolve challenges and coordinate resources.
• Collaborate with Sales on renewals to support retention goals.
• Foster customer community and self-service by moderating groups and curating knowledge content.

Skills

Customer Success

SaaS experience

Relationship building

Onboarding & adoption

Account management

High-volume management

Strong communication

Education

Bachelor’s Degree

Job description

Certinia is seeking a dedicated Customer Success Manager, Scale to manage a portfolio of customers using a tech‑touch approach. You will drive adoption and expansion through scalable playbooks, build engagement workflows, mitigate risk, and guide customers through their lifecycle with digital channels like webinars and online communities.

This role requires 3+ years in a customer-facing SaaS environment, excellent communication, and a proven ability to manage many accounts with autonomy.