Customer Success Manager - Mid Market
Internal Application Deadline - Friday 3rd July
Remote in the UK
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. For more information, visit www.certinia.com.
THE ROLE
Certinia is seeking a dedicated and proactive Customer Success Manager (CSM) to join our team. In this role, you'll be a key partner for our customers, helping them realize the full value of their Certinia investment. As a P3-level CSM, you'll manage a portfolio of mid-market accounts, focusing on driving adoption, mitigating risk, and building strong, lasting relationships.
WHAT YOU WILL DO IN THIS ROLE
- Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, guiding customers through the onboarding process, and conducting regular check-ins. You will develop and manage success plans that help customers adopt key features and best practices, and you'll confirm that they are achieving their desired business outcomes.
- Provide Expert Guidance: You will serve as a trusted advisor, offering functional guidance on standard configurations and leading practices. You'll answer basic "how-to" questions and troubleshoot common user issues, ensuring a smooth and effective customer experience.
- Manage Customer Health and Risk: You will monitor key customer health indicators and proactively identify and address potential churn risks based on health scores and engagement patterns. When red flags appear, you'll document them, report them to management, and collaborate with internal teams to find solutions.
- Strengthen Customer Relationships: You'll build and nurture relationships with key contacts within your accounts, acting as a reliable and knowledgeable partner. By proactively engaging with them, you'll build trust and foster strong advocacy for Certinia.
- Support Account Strategy: In collaboration with the Account Executive, you will co-develop and execute account plan items related to adoption and value attainment. You'll also be on the lookout for upsell and cross-sell opportunities that can further benefit our customers.
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
- Experience: At least 3 years of experience in a customer-facing role in a SaaS environment.
- Communication Skills: Excellent verbal and written communication skills with the ability to manage standard customer escalations and clearly communicate status updates during high-stress situations.
- Customer-Centric Mindset: A strong passion for helping customers succeed and a proven ability to build strong, lasting relationships.
- Technical Aptitude: The ability to understand and provide functional guidance on a complex software platform and the skills to troubleshoot common user issues.
- Proactive Attitude: A self-starter who can monitor customer health and proactively identify and address risks before they become major issues.
WHAT ELSE WOULD BE GREAT
- Certinia/Salesforce Platform Experience: Previous experience working with the Certinia or Salesforce platform.
- Account Planning Skills: Experience in developing and executing account plans.
- Problem-Solving: The ability to think critically and coordinate internal teams to resolve customer issues effectively.
