Remote Customer Success Manager, Scale & Growth

Certinia; Austin (TX); Remote; USD 66,000 - 85,000; Full time

Job summary

Certinia is seeking a proactive Customer Success Manager, Scale to manage a large portfolio with a tech-touch approach. You will guide customers through onboarding, adoption, and expansion using scalable playbooks from a remote US-based hub.

You will monitor health metrics, mitigate churn risk, and collaborate with Support, Product, and Sales to ensure successful renewals and customer satisfaction. A self-starter mindset and data-driven decisions are essential.

Qualifications

• 3+ years in a customer-facing role in SaaS.
• Excellent verbal and written communication skills.
• Strong ability to build lasting relationships.
• Experience with onboarding, adoption, and expansion plays.
• Bachelor’s Degree or equivalent experience.

Responsibilities

• Serve as the primary contact for incoming customer requests and resolve issues.
• Monitor customer health and risk; develop mitigation plans and escalations as needed.
• Execute scalable customer success playbooks for onboarding, renewals, and expansion.
• Collaborate with Support, Product, and Accounts to address ongoing challenges and coordinate resources.
• Foster customer communities, curate knowledge bases, and lead roundtables for peer learning.
• Contribute to CS process improvements and leverage AI tools to optimize workflows.

Skills

Customer-facing

Communication

SaaS experience

Relationship building

Self-starter

Education

Bachelor’s Degree or equivalent

Job description

Certinia is seeking a proactive Customer Success Manager, Scale to manage a large portfolio with a tech-touch approach. You will guide customers through onboarding, adoption, and expansion using scalable playbooks from a remote US-based hub.

You will monitor health metrics, mitigate churn risk, and collaborate with Support, Product, and Sales to ensure successful renewals and customer satisfaction. A self-starter mindset and data-driven decisions are essential.