Sr Manager, Customer Success - Scaled

Certinia is a Services-as-a-Business platform that enhances services operations through its Professional Services Automation, Customer Success, and Financial Management solutions. The Senior Manager, Customer Success (Scaled) will lead a team to architect a digital-first customer success journey, focusing on retention and expansion while leveraging AI and automation.

Responsibilities:

• Directly manage and coach a team of Customer Success Specialists/CSMs within a pooled model
• Conduct regular one-on-ones, performance reviews, and career development planning
• Design and optimize the global skills-based operating model
• Determine how to dynamically route customer needs to the right experts, ensuring maximum efficiency without sacrificing the customer experience
• Own the North Star metrics for the Scaled segment (Gross/Net Retention, NPS, and Health)
• Diagnose trends and pivot the global strategy to address them
• Lead the charge in modernizing the CS technology stack
• Architect AI-driven 'Agentic' workflows and self-service ecosystems that proactively deflect issues and guide customers toward value
• Design and refine complex, automated customer journeys
• Partner with Marketing and Operations to ensure every digital touchpoint is personalized, data-driven, and timed for maximum impact
• Use advanced analytics to synthesize thousands of customer data points into actionable insights for the Executive Leadership Team (ELT)
• Serve as a strategic consultant to Product and Engineering
• Use scale-segment data to prioritize features that reduce 'friction-to-value' and enhance self-serviceability
• Partner with Sales and Renewals leadership to build seamless, automated handoff protocols that ensure high-volume renewals are handled with surgical precision

Requirements:

• 10+ years of experience in Customer Success, Account Management, or Sales Operations within a SaaS environment, with at least 5 years specifically in a people leadership role
• Proven track record of owning a 'Scale,' 'Digital,' or 'Pooled' CS segment. You have successfully managed books of business totaling $50M+ in ARR
• Deep expertise in Customer Success tech stacks (e.g., Gainsight, ChurnZero) and Salesforce. You should have experience implementing or overseeing AI/ML integrations for customer health scoring or automated outreach
• Demonstrated ability to lead an organization through significant shifts in methodology or digital transformation
• Ability to build complex data models to predict churn and identify expansion opportunities within a high-volume environment