Principal Customer Success Manager

Position: Principal Customer Success Manager-US
Principal Customer Success Manager Remote US WHO WE ARECertinia (formerly Financial Force) 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 .

THE ROLE 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.

WHAT YOU WILL DO IN THIS ROLE 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.
1. Strategic Account & Relationship Management Establish and maintain executive-level relationships (C-Suite, SVP) across the customer's organization, acting as a trusted advisor and business consultant.

Develop and execute a Strategic Account Plan for each assigned customer, aligning their business goals with the utilization and capabilities of our SaaS platform.

Lead quarterly and bi-annual Executive Business Reviews (EBRs), presenting data-driven insights on realized value, strategic progress, and future roadmap alignment.
2. Value Realization & Adoption Proactively monitor and analyze customer health, usage data, and business KPIs to identify risks and opportunities for greater platform adoption and utilization.

Partner with the customer's executive sponsors to define and track clear, measurable success metrics (Value Drivers) post-implementation.

Identify business process gaps and advocate for solutions that leverage our product to deliver tangible Return on Investment (ROI).3. Strategic Growth & Expansion While not responsible for the renewal transaction (managed by Finance), the PCSM is accountable for the renewal readiness of the account, ensuring high satisfaction and deep…