Note: The job is a remote job and is open to candidates in USA. Certinia delivers a Services-as-a-Business platform connecting services operations, customer success management, and financial planning and accounting. The Customer Success Manager, Scale will manage a high-volume customer portfolio through a tech-touch approach, driving adoption and expansion, monitoring customer health and risk, executing scalable playbooks, and collaborating with internal teams to support retention and customer success.
Responsibilities
- Manage and Resolve Customer Requests: Serve as the primary point of contact for incoming customer cases, efficiently troubleshooting common platform issues to drive a quick time to resolution. Utilize a FIFO (First In, First Out) approach and case management technology to provide clear, functional guidance and ensure a smooth user experience
- Proactively Monitor Customer Health and Risk: Analyze platform telemetry, customer health scores, and adoption patterns to detect potential churn indicators. Create at-risk save plans, triage vulnerable accounts, and escalate complex issues with proposed solutions to senior leadership when necessary
- Execute Scalable Customer Playbooks: Run structured, high-volume customer success playbooks, such as onboarding workflows, renewal check-ins, and targeted feature adoption sequences, to guide large cohorts of customers through key lifecycle milestones on schedule
- Collaborate on Account Strategy: Partner with internal teams, including Support, Product, and Account Executives, to resolve persistent customer challenges and coordinate internal resources effectively, while also collaborating with Sales on renewals to directly contribute to team retention goals
- Foster Customer Community and Self-Service: Moderate user communities, help curate playbooks and knowledge base content, and lead "customer roundtables" or group sessions to encourage peer-to-peer support and knowledge sharing
- Operational Excellence and Innovation: Contribute to the development and enhancement of CS processes, playbooks, and systems, with a focus on digital and scale success, while leveraging AI tools on a daily basis to optimize workflows and enhance productivity
- Adaptability & Team Support: Perform other related duties and pitch in on ad-hoc projects as assigned to support evolving business needs
Skills
- At least 3 years of experience in a customer-facing role, preferably in Customer Success, Account Management, or a SaaS environment (specifically managing small business/**SMB accounts** or paid-support-exempt portfolios)
- Excellent verbal and written communication skills with the ability to manage standard customer escalations and clearly communicate status updates during high-stress situations
- A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships
- Comfortable orchestrating onboarding, adoption, maturity roadmaps, and expansion plays for many customers simultaneously using a 1-to-many model
- A self-starter who can monitor customer health, proactively identify and address risks before they become major issues, and effectively manage their daily workload based on assigned tasks
- Bachelor's Degree or equivalent experience
- ● **Account Planning Skills:** Experience in working in **1:Many or high-volume customer portfolios**
- ● **Problem-Solving:** The ability to think critically and coordinate internal teams to resolve customer issues effectively
- ● **Certinia/Salesforce Platform Experience:** Previous experience working with the Certinia or Salesforce platform is nice, but not required
Company Overview