Customer Success Manager Portfolio

Customer Success Manager, Portfolio UK Remote/ Harrogate WHO WE ARE

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. For more information, visit

Are you a natural networker with a belly full of passion for customer success?

Our Customer Success Manager, Portfolio (Portfolio CSM) will be responsible for managing all aspects of Certinia’s customers that have not purchased a Premier support plan. The ideal person will be very comfortable using Salesforce Chatter, case management technology, Gainsight and online webinars to communicate and manage customer relationships in a 1-to-many model.

This individual will have experience in account management of small business to enterprise accounts leveraging a variety of different techniques, including leveraging online communities to promote adoption, online webinars and regular outreaches.

This role will work with all departments across Certinia, championing the success of these customers.

• Drive customer adoption and usage of Certinia products, leveraging a variety of techniques including on-line engagement and 1 to many customer management
• Identify referenceable activities for the customer to participate in
• Expansion of customer footprint by identifying cross-sell and add-on opportunities
• Help triage and troubleshoot at risk accounts and elevate as needed for resolution
• Work closely with other Customer Success Managers (CSMs) to help maintain engagement in the community network.
• Conduct training and host webinars on the Community as required
• Encourages engagement on the Community from customers as well as Certinia employees
• Networks with community members and identifies Community Champions.
• Train and empower Community Champions to participate on a more significant engagement level
• Lead customer welcome webinars and support enablement webinars

• Be passionate about technology and cloud solutions in particular
• Must be a team player that can demonstrate a real flair and dedication to customer satisfaction both internally and externally
• Ability to think critically and keep a calm demeanor when difficult customer situations arise
• Strong presentation skills and credibility with audiences of all levels
• Clear communicator - equally confident in video calls as in written communication
• Innovative thinker, always seeking new ways to interact with customers
• Strong time management skills and ability to prioritize your workload
• Self-starter who can manage their day based on a set of tasks assigned
• Bachelor’s Degree or relevant work experience

• Prior Account Management or Customer Success experience a plus
• Salesforce experience is a plus
• 1 to many customer engagement experience
• Understanding of financial and professional service processes