Technical Success Manager- US

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

THE ROLE

This role combines the strategic relationship management of a Customer Success Manager with the deep technical expertise of a solutions engineer. The Technical Customer Success Manager (TCSM) is the trusted technical advisor for our customers, ensuring they successfully understand, adopt, and derive maximum value from our product.

WHAT YOU WILL DO IN THIS ROLE

• Technical Consultation: Act as the primary technical point of contact for a portfolio of customers. Provide proactive technical guidance, best practices, and innovative solutions to help them optimize their use of our product.
• Problem Resolution & Escalation Management: Serve as an escalation point for complex technical issues that require deep product or architectural knowledge. Collaborate directly with internal CS, Engineering, Product, and Support teams to drive the diagnosis and resolution of escalated problems.
• Product Expertise: Maintain an in-depth, hands-on understanding of our product's features, capabilities, and technical architecture. Conduct technical demos, workshops, and training sessions for customers.
• Account Management : Up to 20% of time allocated to Elite Accounts, working as Named Technical Lead. Participates and proactively contributes to Customer Success Planning [CSP] through ownership of the Technical Success [TS] Plan component of overall CSP for named account[s]
• Voice of the Customer: Advocate for customer needs and provide valuable feedback to our product and engineering teams to help shape the product roadmap.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Technical Acumen: You must possess a strong technical background in software development, solutions engineering, or a related field.
• Preferred certifications:
• Certinia Admin for relevant product[s]
• Product Knowledge: Demonstrate senior system administrator or application owner level of understanding of PS Cloud or FM Cloud and knowledge of its adjacent products. Exhibit an advanced understanding of the Certinia solution perspective and how it applies to common business challenges
• Communication Skills: Exceptional ability to communicate complex technical concepts to both technical and non-technical audiences, both written and verbally.
• Customer-Centric Mindset: A proven track record of building strong, long-lasting relationships with customers in a B2B SaaS environment.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and provide innovative solutions.
• Proactive & Organized: Highly organized and capable of managing multiple projects and priorities simultaneously without sacrificing quality.

Equal Opportunity Employer
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