Customer Success Operations Manager

Operations Manager, Customer Success & Customer Experience

Certinia 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 (CS), and Financial Management (FM) solutions—delivered on Salesforce's leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility.

Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures.

We are seeking a highly motivated Post-Sales Operations professional to join the Customer Operations team. The role will have a focus on long-term strategic projects, innovation leveraging AI, and management of critical technology needed for Customer Operations (CO). This is a great opportunity to gain a broad perspective and have a direct impact on the company's growth. The ideal candidate is self-motivated, detail oriented, and passionate about helping sales and partner teams execute and succeed.

System Administration:
Own and maintain the CS/CX technology stack (CRM, health scoring tools, customer journey/engagement platforms, reporting dashboards), ensuring data integrity, integration reliability, and consistent configuration across systems.

System Administration:
Administer and optimize CS Cloud objects, fields, and workflows specific to Customer Success and Customer Experience, partnering with IT/Rev Ops to implement changes without disrupting live operations.

Data Integrity:
Troubleshoot and resolve data quality and system issues across the CS tech stack, acting as the first point of escalation for tool-related questions from the broader CS/CX team.

Data Integrity & Hygiene:
Perform regular audits of CRM and CS Cloud data to ensure client records, account statuses, and account activity are accurate for corporate reporting.

Reporting & Analytics:
Build and maintain reporting and analytics infrastructure (dashboards, scorecards, automated alerts) that gives CS/CX leaders real-time visibility into account health, churn risk, and customer engagement signals.

Process Engineering & Management:
Design, document, and rollout core CS/CX processes (onboarding handoffs, health check cadences, escalation paths, renewal workflows) within the tech stack to ensure consistency across team members and customer segments.

Change Management:
Lead the rollout of new operational initiatives, tools, or policies, including the creation of training & enablement materials and conducting workshops to ensure adoption of new systems and workflows across the organization.

Business Management:
Identify process inefficiencies through data analysis — using tool-generated reporting to surface bottlenecks, inconsistent workflows, or gaps in coverage — and recommend practical fixes.

Strategy Execution:
Partner with CS/CX leadership to translate strategic priorities into operational requirements, ensuring process changes are reflected accurately in system configuration and reporting.

Renewal & Forecasting:
Drive the quarterly forecasting process by analyzing upcoming renewals and predicted churn to provide leadership with financial outlooks.

Compensation Design & Management: collaborate with leadership to design annual compensation model for the Customer Success team ensuring that KPIs can be successfully automated in compensation management software (CMS) NPS Ownership:
Launch and facilitate semi-annual Net Promoted Score (NPS) surveys across customer segments; analyze response data to identify core drivers of…