Principal Customer Success Manager-US

Principal Customer Success Manager

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 solutionsdelivered on Salesforce's leading cloud platformprovide 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.

As a Principal Customer Success Manager (CSM) at Certinia, you are the trusted strategic advisor and partner for our most complex and high-value customers. You are responsible for leading the post-sale customer journey, leveraging product expertise to connect customer business outcomes to Certinia's product capabilities, and ensuring they realize the full value of their investment in our products. This role requires a unique blend of technical expertise, strategic account management, and a passion for building lasting relationships.

Drive Value Realization: You will lead strategic initiatives to ensure our customers are successfully adopting and expanding their use of Certinia's products. This includes facilitating executive-level business reviews and collaborating with stakeholders to align on long-term goals.

Manage Risk and Escalations: You'll be responsible for our most complex accounts, proactively identifying and mitigating risks. When critical issues arise, you will lead the charge in managing escalations, driving cross-functional resolution, and communicating with executives to protect the customer relationship.

Provide Strategic Guidance: You will act as a key advisor, offering functional expertise on standard configurations and best practices. You'll also answer "how-to" questions and troubleshoot common user issues, ensuring a smooth and effective customer experience.

Build and Grow Strategic Relationships: You will cultivate strong, strategic relationships with senior and executive stakeholders within your accounts. You'll understand their long-term objectives and act as a strategic partner, collaborating with the Account Executive to craft and execute a comprehensive account plan for growth, renewal, and advocacy.

Proven Experience: You have a strong background in customer success, account management, or a related field, with a track record of managing complex enterprise accounts. Strategic Acumen: You can develop and execute strategic account plans that align with customer goals and drive value. You're comfortable mapping out executive stakeholders and influencing decision-makers. Problem-Solving Skills: You are a natural problem-solver who can quickly diagnose issues, provide effective technical guidance, and lead resolution efforts for critical escalations. Excellent Communication: You are an expert at communicating with all levels of an organization, from end-users to C-suite executives. You can clearly articulate a customer's needs and provide concise updates on complex issues.