Customer Success Manager, ScaleUK Remote WHO WE ARE Certinia (formerly FinancialForce) 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, and ERP solutions—delivered on Salesforce's leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. Certinia is seeking a dedicated and proactive Customer Success Manager, Scale to join our team. In this role, you will manage a portfolio of customers using a tech-touch approach, driving adoption and expansion through creative, scalable playbooks. You'll be responsible for building and executing engagement workflows, mitigating risk, and leveraging digital channels like webinars and online communities to guide customers through their lifecycle. This role is for a self-starter who can think creatively and analytically to ensure a successful customer experience. 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. Contribute to the development and enhancement of CS processes, playbooks, and systems, with a focus on digital and scale success, whileleveraging 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 asassigned to support evolving business needs. WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE 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). A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships. 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. WHAT ELSE WOULD BE GREATCertinia/Salesforce Platform Experience: Previous experience working with the Certinia or Salesforce platform is nice, but not required. Account Planning Skills: CUSTO001490Job Category: CSMSchedule: Full-Time
Customer Success Manager (HOME WORKING) in London
