Scale Customer Success Manager: SaaS Playbooks

Certinia; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Certinia seeks a Customer Success Manager, Scale to manage a portfolio of customers using a tech-touch approach, driving adoption and expansion through scalable playbooks. You will build engagement workflows, mitigate risk, and guide customers with webinars and online communities to ensure a successful lifecycle.

The role collaborates with Support, Product, and Account Executives, focusing on renewals and multi-customer coordination, while fostering self-service and peer-to-peer knowledge

Qualifications

• 3+ years in a customer-facing role, preferably in Customer Success, Account Management, or SaaS.
• Experience managing SMB or paid-support-exempt portfolios.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as primary point of contact for incoming customer cases and troubleshoot issues to drive quick resolutions.
• Monitor customer health and risk, create at-risk save plans, and coordinate with senior leadership when needed.
• Execute scalable CS playbooks for onboarding, renewals, and feature adoption across many customers.

Skills

Customer-facing

SaaS experience

Account management

1:Many model

Communication skills

Education

Bachelor's degree or equivalent

Job description

Certinia seeks a Customer Success Manager, Scale to manage a portfolio of customers using a tech-touch approach, driving adoption and expansion through scalable playbooks. You will build engagement workflows, mitigate risk, and guide customers with webinars and online communities to ensure a successful lifecycle.

The role collaborates with Support, Product, and Account Executives, focusing on renewals and multi-customer coordination, while fostering self-service and peer-to-peer knowledge