Technical Success Architect - SaaS Solutions

Certinia; Austin (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

Certinia in Austin, TX is seeking a Technical Customer Success Manager (TCSM) who combines strategic relationship management with deep technical expertise to help customers understand, adopt, and maximize value from our PSA, CS, and FM solutions.

The role focuses on technical guidance, issue escalation, product demonstrations, and leading Technical Success plans for named accounts, while advocating for customer needs to influence the product roadmap.

Qualifications

• Strong technical background in software development or solutions engineering.
• Experience in B2B SaaS customer success or related field.
• Ability to communicate complex technical concepts to technical and non-technical audiences.
• Proactive, organized with ability to manage multiple projects and priorities.
• Familiarity with PS Cloud or FM Cloud is a plus.

Responsibilities

• Provide proactive technical guidance, best practices, and innovative solutions to help customers optimize product usage.
• Serve as escalation point for complex technical issues and coordinate with CS, Engineering, Product, Support to diagnose and resolve escalated problems.
• Maintain in-depth knowledge of product features, capabilities, and architecture; conduct technical demos, workshops, and training.
• Act as Named Technical Lead for Elite Accounts and contribute to CSP through ownership of the TS Plan component of CSP.
• Advocate for customer needs and provide feedback to product and engineering teams to shape the product roadmap.

Skills

Technical acumen

Communication skills

Customer relationships

Problem solving

Project management

Solutions engineering

Certinia Admin

Tools

Certinia Admin

Job description

Certinia in Austin, TX is seeking a Technical Customer Success Manager (TCSM) who combines strategic relationship management with deep technical expertise to help customers understand, adopt, and maximize value from our PSA, CS, and FM solutions.

The role focuses on technical guidance, issue escalation, product demonstrations, and leading Technical Success plans for named accounts, while advocating for customer needs to influence the product roadmap.