Business Strategy And Operations Manager

Operations Manager, Customer Success & Customer Experience

Remote US

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 www.certinia.com.

THE ROLE

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.

WHAT YOU WILL DO IN THIS ROLE

• 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/RevOps 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 satisfaction and churn risk

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• 8+ years of experience in Revenue/Customer Operations, Sales Operations, or a similar operations role, ideally supporting Customer Success or Customer Experience functions in a B2B SaaS environment.
• Hands-on administration experience with Salesforce (or a comparable CRM), including object/field configuration, workflow automation, and report/dashboard building - direct admin experience strongly preferred over end-user experience only.
• Proficiency with data analysis and reporting tools (Excel/Google Sheets at an advanced level; SQL or BI tools like Tableau/Looker a plus) to manipulate, analyze, and visualize customer data.
• Experience working within or supporting a customer health scoring or churn risk model, understanding how signals (usage, support volume, sentiment, renewal data) feed into predictive or risk-based frameworks.
• Familiarity with CS/CX platforms and adjacent tools (e.g., Gainsight, Totango, ChurnZero, Salesforce Experience Cloud, survey/NPS tools) - direct experience with one or more is a strong plus.
• Working knowledge of AI-enabled operations tools (AI-assisted reporting, chatbots, agent-based tools) and comfort evaluating or piloting new technology as part of the stack.
• Strong process orientation - demonstrated ability to document workflows, identify inefficiencies, and translate operational strategy into scalable, repeatable process design.
• Excellent cross-functional communication skills, with experience partnering across CS, CX, Sales, IT, and RevOps stakeholders to align tooling and process decisions.
• Detail-oriented and self-directed, comfortable managing multiple concurrent projects in a fast-paced, evolving environment where processes and systems are still being formalized.
• Demonstrated ability with project management of technology suites being self implemented and maintained within the business
• Ability to work cross-functionally, with multiple teams and stakeholders
• Ability to thrive in high-intensity, rapidly changing environment, and to successfully manage multiple projects simultaneously with a sense of urgency
• Must be results oriented and able to move forward in a sometimes ambiguous environment
• BS/BA required

WHAT ELSE WOULD BE GREAT

• CS Platform Admin (CS Cloud, Gainsight, Totango)
• SalesForce certifications
• CS Certifications
• Claude AI experience
• Google Gemini and Gem experience