Customer Success Manager - Strategic

Certinia Inc.; Town of Texas (WI); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance customer experience and drive value through their solutions. The role involves strategic planning, account management, and collaboration across departments to ensure customer success and satisfaction. Ideal candidates should have extensive experience in account management and enterprise software, with strong communication and organizational skills. This position offers opportunities for growth within a dynamic organization.

Qualifications

• 8+ years in high-tech/enterprise software with implementation responsibilities.
• Extensive account management experience with enterprise-level technology customers.

Responsibilities

• Develop customer success plans and monitor adoption rates.
• Collaborate with marketing and PR teams to build customer reference-ability.
• Act as a liaison between product management and customers for critical issues.

Skills

Account Management

Interpersonal Skills

Communication

Organizational Skills

Analytical Skills

Problem Solving

Education

Bachelor’s Degree

Tools

Salesforce

Job description

Customer Success Manager - Strategic

Location: US-Remote

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 a presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic, and Salesforce Ventures. For more information, visit www.certinia.com.

Certinia values diversity and inclusion, encouraging employees to bring their authentic selves to work every day.

THE ROLE

We are seeking a driven and enthusiastic individual to join our Customer Success team as a Customer Success Manager, Strategic II (CSM). In this role, you will be a trusted advisor to our customers, guiding them to fully adopt Certinia solutions and realize a strong return on their investment. Your contributions will be vital to Certinia's success by ensuring a great customer experience, driving business benefits through our solutions, supporting renewals and expansions, and fostering interest in additional solutions. CSMs collaborate across departments to guarantee customer success.

The ideal candidate will possess strong customer management and business consultancy skills, with the ability to build relationships at all organizational levels. You should be adept at consulting and negotiating with C-level executives, understanding their business objectives, articulating value clearly, and promoting a compelling vision for our partnership. As a trusted advisor, you will identify how our solutions support customers' strategic goals and collaborate with project teams to facilitate adoption.

This position offers a rewarding career within a fast-paced, industry-leading organization. Some travel to Certinia offices or customer locations will be necessary.

WHAT YOU WILL DO IN THIS ROLE

1. Proactively identify and prioritize strategic activities based on risk, growth potential, strategic value, and renewal timeframe within a defined territory.
2. Develop customer success plans based on use cases, critical success factors, metrics, and potential challenges, providing recommendations for solution adoption and maturity improvement.
3. Ensure U.S.-based customers achieve maximum value by aligning on expectations and validating attainment at key milestones.
4. Monitor adoption rates, provide insights into service usage, recommend improvements through education and coaching, and minimize churn.
5. Cultivate a network of advocates within each customer account.
6. Educate customers on sustainable configurations, the value of current technology, minimizing customization, and adopting new features.
7. Develop and execute a plan to inform customers of relevant product releases and collaborate with the Product team on future direction with customer thought leaders.
8. Act as a liaison between product management, support, and the customer for critical issue escalations.
9. Collaborate with Professional Services to facilitate transitions post-implementation or re-implementation.
10. Partner with Account Executives to uncover new business opportunities within existing customers to drive revenue.
11. Collaborate with marketing and PR teams to build customer reference-ability.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

1. Extensive account management experience with enterprise-level technology customers.
2. 8+ years in high-tech/enterprise software with hands-on experience or implementation responsibilities.
3. Experience with the Professional Services Automation (PSA) domain, from services selling and resource management through billing, is strongly preferred.
4. Excellent interpersonal and communication skills across all organizational levels.
5. Strong organizational and analytical skills with the ability to work well under pressure.
6. Proven ability to work proactively and independently while being a strong team player.
7. Excellent presentation and creative problem-solving skills.
8. Ability to manage multiple accounts concurrently with effective territory management.
9. Salesforce platform/domain experience is strongly desired.
10. Bachelor’s degree preferred.