Customer Success Manager, Scale

US Remote

THE ROLE

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.

WHAT YOU WILL DO IN THIS ROLE
• 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.

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).
• 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.

WHAT ELSE WOULD BE GREAT
• Certinia/Salesforce Platform Experience: Previous experience working with the Certinia or Salesforce platform is nice, but not required.
• 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.