Strategic Enterprise CSM Lead

Certinia; Charlotte (NC); On-site; USD 130,000 - 190,000; Full time

Job summary

Certinia is seeking a Principal Customer Success Manager to lead post-sale value realization for our most strategic customers in Charlotte, NC. You will align customer outcomes with Certinia’s PSA/ERP capabilities, driving long-term success and adoption across the account.

You will partner with executives and cross-functional teams to craft strategic account plans, conduct executive reviews, and manage complex programs that maximize ROI while maintaining high satisfaction.

Qualifications

• 10+ years in customer success, account management, or strategic consulting.
• Strategic acumen with ability to map executive stakeholders and influence decision-makers.
• Proven problem-solving and ROI-focused mindset.
• Excellent communication across all organizational levels, including C-suite.

Responsibilities

• Lead strategic initiatives to ensure value realization and executive business reviews.
• Manage risk and escalations for complex enterprise accounts and drive cross-functional resolution.
• Provide strategic guidance on standard configurations, best practices, and issue troubleshooting.
• Build and grow strategic relationships with senior stakeholders and craft comprehensive account plans.
• Collaborate with Sales to identify upsell, cross-sell, and expansion opportunities.

Education

Bachelor's degree

Job description

Certinia is seeking a Principal Customer Success Manager to lead post-sale value realization for our most strategic customers in Charlotte, NC. You will align customer outcomes with Certinia’s PSA/ERP capabilities, driving long-term success and adoption across the account.

You will partner with executives and cross-functional teams to craft strategic account plans, conduct executive reviews, and manage complex programs that maximize ROI while maintaining high satisfaction.