Certinia

Advise customers on product adoption and technical best practices, resolve escalated issues, deliver demos and training, and relay customer needs to internal teams. | Requires strong software or solutions-engineering expertise, advanced Certinia PS Cloud or FM Cloud knowledge, and customer relationship experience in B2B SaaS; Salesforce or Certinia certifications are preferred. | Technical Success Manager Location US/Canada THE ROLE This role combines the strategic relationship management of a Customer Success Manager with the deep technical expertise of a solutions engineer. The Technical Customer Success Manager (TCSM) is the trusted technical advisor for our customers, ensuring they successfully understand, adopt, and derive maximum value from our product. WHAT YOU WILL DO IN THIS ROLE • Technical Consultation: Act as the primary technical point of contact for a portfolio of customers. Provide proactive technical guidance, best practices, and innovative solutions to help them optimize their use of our product. • Problem Resolution & Escalation Management: Serve as an escalation point for complex technical issues that require deep product or architectural knowledge. Collaborate directly with internal CS, Engineering, Product, and Support teams to drive the diagnosis and resolution of escalated problems. • Product Expertise: Maintain an in-depth, hands-on understanding of our product's features, capabilities, and technical architecture. Conduct technical demos, workshops, and training sessions for customers. • Account Management : Up to 20% of time allocated to Elite Accounts, working as Named Technical Lead. Participates and proactively contributes to Customer Success Planning [CSP] through ownership of the Technical Success [TS] Plan component of overall CSP for named account[s] • Voice of the Customer: Advocate for customer needs and provide valuable feedback to our product and engineering teams to help shape the product roadmap. WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE • Technical Acumen: You must possess a strong technical background in software development, solutions engineering, or a related field. • Preferred certifications: • Salesforce Administrator • Certinia Admin for relevant product[s] • Salesforce AI • Product Knowledge: Demonstrate senior system administrator or application owner level of understanding of PS Cloud or FM Cloud and knowledge of its adjacent products. Exhibit an advanced understanding of the Certinia solution perspective and how it applies to common business challenges • Communication Skills: Exceptional ability to communicate complex technical concepts to both technical and non-technical audiences, both written and verbally. • Customer-Centric Mindset: A proven track record of building strong, long-lasting relationships with customers in a B2B SaaS environment. • Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and provide innovative solutions. • Proactive & Organized: Highly organized and capable of managing multiple projects and priorities simultaneously without sacrificing quality.

Manage enterprise customers through onboarding, adoption, success planning, risk mitigation, relationship building, and account expansion in coordination with internal teams. | Requires enterprise SaaS customer success experience managing a portfolio of customers with approximately $10 million ARR, strong product and communication skills, and proactive account planning. | Senior Customer Success Manager Remote in the US Who We Are 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 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 www.certinia.com. THE ROLE We're looking for a motivated and experienced Senior Customer Success Manager (CSM) to join our growing team. In this role, you'll be a trusted advisor to a portfolio of Certinia customers, and will leverage product expertise to proactively connect customer business outcomes to Certinia’s product capabilities, ensuring tangible value is realized. You'll be a critical part of their success, helping them adopt our products, navigate challenges, and expand their use of our platform. What You Will Do In This Role • Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, from onboarding to regular check-ins. You'll create and manage Success Plans that guide customers to adopt key features and best practices, confirming that they are achieving their desired business outcomes and value from our products. • Provide Expert Guidance: Act as a functional expert, offering guidance on standard configurations and leading practices. You'll answer basic "how-to" questions and troubleshoot common user issues, ensuring a smooth and effective user experience. • Manage Customer Health and Risk: Proactively monitor customer health indicators and engagement patterns to identify and mitigate churn risks. You'll report any red flags to management and collaborate with internal teams to address potential issues. • Build and Nurture Relationships: You will develop and maintain strong relationships with key stakeholders across your accounts, building trust and fostering a sense of advocacy for Certinia. • Collaborate on Account Strategy: Work closely with the Account Executive to co-develop and execute account plan items focused on adoption and value attainment. You'll also support the sales and professional services teams on opportunities for expansion. What You Need To Be Successful In This Role • Proven Experience in Customer Success: You should have a track record of successfully managing a portfolio of enterprise customers with a book of business of around 10 million ARR in a SaaS environment. • Strong Technical and Product Acumen: You can quickly learn and understand new technology. You're comfortable providing functional guidance and troubleshooting common issues. • Excellent Communication and Relationship Skills: You are a natural at building rapport and trust with customers. You can clearly and effectively communicate complex information, manage difficult conversations, and maintain a positive relationship even during high-stress situations. • Proactive and Strategic Thinking: You don't just react to problems; you anticipate them. You can identify risks and opportunities within an account and take action to address them. • Collaboration and Teamwork: You're a team player who can work effectively with internal teams across Sales, Professional Services, and Support to ensure a seamless customer experience. What Else Would Be Great • Experience with Certinia products. or a strong understanding of professional services automation (PSA), enterprise resource planning (ERP), or customer relationship management (CRM) software. • Experience working in a fast-paced, high-growth environment. • Experience working with Salesforce and the Salesforce ecosystem. The reasonably expected base salary range for this full-time position is $110,000 - $190,000 full OTE (80/20 split) Please note that the final offer will be determined by a variety of factors, including the candidate’s relevant experience, skills, and qualifications, as well as internal equity and market data. In Addition To a Competitive Base Salary, Certinia Offers • Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps. • Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles. • Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family’s newest additions. • Comprehensive Coverage: Premium medical, dental, and vision insurance, a 401(k) with a competitive company match, and generous paid time off (PTO) plus observed company holidays. • Growth & Development: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths.

Manage enterprise customer accounts by driving product adoption and value, monitoring account health, building stakeholder relationships, and collaborating on account strategies and expansion. | Requires experience managing enterprise SaaS customer portfolios, including a roughly $10 million ARR book of business, plus strong product guidance, communication, strategic thinking, and cross-functional collaboration skills. | Senior Customer Success Manager Remote in the US Who We Are 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 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 www.certinia.com. THE ROLE We're looking for a motivated and experienced Senior Customer Success Manager (CSM) to join our growing team. In this role, you'll be a trusted advisor to a portfolio of Certinia customers, and will leverage product expertise to proactively connect customer business outcomes to Certinia’s product capabilities, ensuring tangible value is realized. You'll be a critical part of their success, helping them adopt our products, navigate challenges, and expand their use of our platform. What You Will Do In This Role • Drive Customer Adoption and Value: You'll be responsible for executing our customer success playbooks, from onboarding to regular check-ins. You'll create and manage Success Plans that guide customers to adopt key features and best practices, confirming that they are achieving their desired business outcomes and value from our products. • Provide Expert Guidance: Act as a functional expert, offering guidance on standard configurations and leading practices. You'll answer basic "how-to" questions and troubleshoot common user issues, ensuring a smooth and effective user experience. • Manage Customer Health and Risk: Proactively monitor customer health indicators and engagement patterns to identify and mitigate churn risks. You'll report any red flags to management and collaborate with internal teams to address potential issues. • Build and Nurture Relationships: You will develop and maintain strong relationships with key stakeholders across your accounts, building trust and fostering a sense of advocacy for Certinia. • Collaborate on Account Strategy: Work closely with the Account Executive to co-develop and execute account plan items focused on adoption and value attainment. You'll also support the sales and professional services teams on opportunities for expansion. What You Need To Be Successful In This Role • Proven Experience in Customer Success: You should have a track record of successfully managing a portfolio of enterprise customers with a book of business of around 10 million ARR in a SaaS environment. • Strong Technical and Product Acumen: You can quickly learn and understand new technology. You're comfortable providing functional guidance and troubleshooting common issues. • Excellent Communication and Relationship Skills: You are a natural at building rapport and trust with customers. You can clearly and effectively communicate complex information, manage difficult conversations, and maintain a positive relationship even during high-stress situations. • Proactive and Strategic Thinking: You don't just react to problems; you anticipate them. You can identify risks and opportunities within an account and take action to address them. • Collaboration and Teamwork: You're a team player who can work effectively with internal teams across Sales, Professional Services, and Support to ensure a seamless customer experience. What Else Would Be Great • Experience with Certinia products. or a strong understanding of professional services automation (PSA), enterprise resource planning (ERP), or customer relationship management (CRM) software. • Experience working in a fast-paced, high-growth environment. • Experience working with Salesforce and the Salesforce ecosystem. The reasonably expected base salary range for this full-time position is $110,000 - $190,000 full OTE (80/20 split) Please note that the final offer will be determined by a variety of factors, including the candidate’s relevant experience, skills, and qualifications, as well as internal equity and market data. In Addition To a Competitive Base Salary, Certinia Offers • Holistic Wellness Program: Monthly wellness stipends to use toward gym memberships, mental health resources, or fitness equipment, alongside access to premium wellness apps. • Flexible Work Environment: We support work-life balance through a variety of remote, hybrid and flexible scheduling options for many roles. • Industry-Leading Parental Leave: Generous fully-paid parental leave for birthing and non-birthing parents to support your family’s newest additions. • Comprehensive Coverage: Premium medical, dental, and vision insurance, a 401(k) with a competitive company match, and generous paid time off (PTO) plus observed company holidays. • Growth & Development: A commitment to your professional evolution through internal workshops, skill-building initiatives, and supported learning paths.

Lead post-sales strategy and business alignment across product, GTM, and post-sales teams to drive scalable growth. | 10+ years in post-sales or related operations with strong cross-functional relationship management and process design skills. | Director, Post-Sales Strategy & Business Alignment East Coast & Central Preferred Time Zone Remote USA 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 The Director, Post-Sales Strategy & Business Alignment is the connective tissue between Product, Go-to-Market (GTM), and the post-sales organization (Professional Services, Customer Success, Education Services, and Support). This role owns the frameworks, governance, and processes that keep post-sales priorities represented in product decisions, keep services offerings aligned with sales motions, keep joint marketing efforts grounded in the customer base, and keep delivery methods and maturity models consistent across every post-sales function across all product lines. This is a build-and-scale leadership role: you will hold decision rights on post-sales release readiness, establish cross-organizational governance, and build a high-performing strategy and operations function that turns cross-functional complexity into scalable business growth. What You Will Do In This Role Product Liaison — SRBR & NPI Ownership • Own the relationship between Product and post-sales, ensuring post-sales needs, constraints, and customer signals are represented in product planning. • Lead the team responsible for driving SRBR (Solution/Strategic Roadmap Business Review) cadences with Product, ensuring post-sales functions have visibility into roadmap direction and a structured way to feed back requirements. • Hold decision rights on post-sales NPI release readiness to accelerate product adoption, reduce early-stage churn, and shorten customer Time to Value across major launches. • Establish cross-functional escalation and decision governance to resolve roadmap conflicts, ensuring critical customer adoption signals directly influence product strategy. GTM Liaison — Aligned Services Offerings • Own the relationship between GTM/Sales and post-sales, ensuring services offerings (Professional Services, Customer Success, Education) are packaged, priced, and positioned in a way that supports the sales motion. • Lead the team driving alignment on services offer construction — new offer design, offer retirement, bundling with license sales, and consistency of offer definitions across segments and regions. • Partner with sales leadership and offering/product marketing to ensure sales teams can clearly articulate and sell post-sales offerings without ambiguity. • Establish a repeatable intake and review process for new or changed services offerings before they go to market. Joint Digital Marketing Strategy for the Customer Base • Own the post-sales side of joint marketing strategies aimed at the existing customer base (expansion, adoption, retention, advocacy). • Partner with Marketing to align campaigns, customer marketing programs, and lifecycle communications with what post-sales teams know about customer health, maturity, and expansion readiness. • Ensure customer-base marketing initiatives are sequenced with CS/PS delivery motions rather than run independently of them. Process Framework - Methods, SOP, & Maturity Models Approach • Drive the overall methods/SOP approach for all post-sales functions (PS, CS, Education, Support), ensuring a consistent operating framework rather than function-by-function fragmentation. • Own the lifecycle for how methods and SOPs are created, approved, published, and retired. • Partner with enablement and tech-stack owners to ensure methods/SOPs are reflected in tooling and workflows, not just documentation.Lead the process framework for maturity models that describe customer development/adoption progression across all products. • Ensure maturity models are consistent in structure and language across product lines, while allowing for product-specific nuance. • Own governance for how maturity models are maintained, versioned, and adopted operationally by CS, PS, Education, and Support (e.g., as inputs to health scoring, success plans, or renewal risk). Team & Scope • Lead, mentor, and scale a high-performing team, defining resource allocation and team charter to support company growth goals. • Operates cross-functionally across Product, GTM/Sales, Marketing, and all post-sales functions. • Reports into post-sales leadership; expected to represent post-sales interests at the leadership table for Product and GTM planning cycles. What You Need To Be Successful In This Role • 10+ years in post-sales operations, professional services operations, customer success operations, or related roles, including experience working directly with Product and GTM/Sales organizations. • Exceptional cross-functional relationship management skills, with a proven track record of building trust, alignment, and shared goals across distinct organizational teams. • Advanced executive communication and storytelling ability capable of translating complex operational feedback from post-sales into clear, persuasive strategic priorities for Product and GTM stakeholders. • Proven ability to lead and influence senior leaders without direct authority, navigating conflicting priorities to drive consensus and operational alignment. • Demonstrated experience building or running structured cross-functional governance processes (e.g., roadmap reviews, offer governance, NPI processes). • Experience designing or operationalizing customer maturity/adoption models. • Strong process design and documentation skills; comfortable formalizing informal or inconsistent practices into scalable frameworks. • Experience managing a team and influencing senior stakeholders without direct authority over their functions. • Experience applying AI/LLM-based tools to operational processes (e.g., using AI to draft, structure, or maintain SOPs, maturity model documentation, or governance materials). • Understanding of how customer/product data (CRM records, usage/adoption signals, support and delivery data) can feed maturity models, health scoring, or NPI readiness assessments — including at least a working knowledge of the underlying data structures. • Comfortable evaluating where AI can be embedded into post-sales methods/SOPs (e.g., AI-assisted delivery playbooks, support triage, or CS workflows) rather than treating AI as a separate initiative from core process work. What Else Would Be Great • Experience in a B2B software/SaaS company with a multi-product portfolio. • Familiarity with CRM-based customer health/risk scoring (e.g., Salesforce). • Background spanning at least two of: Professional Services, Customer Success, Education Services, Support. • Identify and execute opportunities to integrate emerging technologies (including AI/LLMs) into Post-Sales architecture to accelerate customer time-to-value and driver operational leverage. • Experience building or specifying AI-powered internal tools (dashboards, scorecards, or enablement tools) using LLM APIs. • Familiarity with prompt design principles well enough to brief technical teams or evaluate AI-tool vendors credibly. • Exposure to using AI for data analysis or synthesis (e.g., summarizing churn/health signals, generating first drafts of governance or maturity-model documentation) as an operational force-multiplier for a lean team

Lead cross-functional post-sales strategy and business alignment to drive scalable growth and operational governance. | 10+ years in post-sales or related operations with strong cross-functional leadership and process design skills. | Director, Post-Sales Strategy & Business Alignment East Coast & Central Preferred Time Zone Remote USA 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 The Director, Post-Sales Strategy & Business Alignment is the connective tissue between Product, Go-to-Market (GTM), and the post-sales organization (Professional Services, Customer Success, Education Services, and Support). This role owns the frameworks, governance, and processes that keep post-sales priorities represented in product decisions, keep services offerings aligned with sales motions, keep joint marketing efforts grounded in the customer base, and keep delivery methods and maturity models consistent across every post-sales function across all product lines. This is a build-and-scale leadership role: you will hold decision rights on post-sales release readiness, establish cross-organizational governance, and build a high-performing strategy and operations function that turns cross-functional complexity into scalable business growth. What You Will Do In This Role Product Liaison — SRBR & NPI Ownership • Own the relationship between Product and post-sales, ensuring post-sales needs, constraints, and customer signals are represented in product planning. • Lead the team responsible for driving SRBR (Solution/Strategic Roadmap Business Review) cadences with Product, ensuring post-sales functions have visibility into roadmap direction and a structured way to feed back requirements. • Hold decision rights on post-sales NPI release readiness to accelerate product adoption, reduce early-stage churn, and shorten customer Time to Value across major launches. • Establish cross-functional escalation and decision governance to resolve roadmap conflicts, ensuring critical customer adoption signals directly influence product strategy. GTM Liaison — Aligned Services Offerings • Own the relationship between GTM/Sales and post-sales, ensuring services offerings (Professional Services, Customer Success, Education) are packaged, priced, and positioned in a way that supports the sales motion. • Lead the team driving alignment on services offer construction — new offer design, offer retirement, bundling with license sales, and consistency of offer definitions across segments and regions. • Partner with sales leadership and offering/product marketing to ensure sales teams can clearly articulate and sell post-sales offerings without ambiguity. • Establish a repeatable intake and review process for new or changed services offerings before they go to market. Joint Digital Marketing Strategy for the Customer Base • Own the post-sales side of joint marketing strategies aimed at the existing customer base (expansion, adoption, retention, advocacy). • Partner with Marketing to align campaigns, customer marketing programs, and lifecycle communications with what post-sales teams know about customer health, maturity, and expansion readiness. • Ensure customer-base marketing initiatives are sequenced with CS/PS delivery motions rather than run independently of them. Process Framework - Methods, SOP, & Maturity Models Approach • Drive the overall methods/SOP approach for all post-sales functions (PS, CS, Education, Support), ensuring a consistent operating framework rather than function-by-function fragmentation. • Own the lifecycle for how methods and SOPs are created, approved, published, and retired. • Partner with enablement and tech-stack owners to ensure methods/SOPs are reflected in tooling and workflows, not just documentation.Lead the process framework for maturity models that describe customer development/adoption progression across all products. • Ensure maturity models are consistent in structure and language across product lines, while allowing for product-specific nuance. • Own governance for how maturity models are maintained, versioned, and adopted operationally by CS, PS, Education, and Support (e.g., as inputs to health scoring, success plans, or renewal risk). Team & Scope • Lead, mentor, and scale a high-performing team, defining resource allocation and team charter to support company growth goals. • Operates cross-functionally across Product, GTM/Sales, Marketing, and all post-sales functions. • Reports into post-sales leadership; expected to represent post-sales interests at the leadership table for Product and GTM planning cycles. What You Need To Be Successful In This Role • 10+ years in post-sales operations, professional services operations, customer success operations, or related roles, including experience working directly with Product and GTM/Sales organizations. • Exceptional cross-functional relationship management skills, with a proven track record of building trust, alignment, and shared goals across distinct organizational teams. • Advanced executive communication and storytelling ability capable of translating complex operational feedback from post-sales into clear, persuasive strategic priorities for Product and GTM stakeholders. • Proven ability to lead and influence senior leaders without direct authority, navigating conflicting priorities to drive consensus and operational alignment. • Demonstrated experience building or running structured cross-functional governance processes (e.g., roadmap reviews, offer governance, NPI processes). • Experience designing or operationalizing customer maturity/adoption models. • Strong process design and documentation skills; comfortable formalizing informal or inconsistent practices into scalable frameworks. • Experience managing a team and influencing senior stakeholders without direct authority over their functions. • Experience applying AI/LLM-based tools to operational processes (e.g., using AI to draft, structure, or maintain SOPs, maturity model documentation, or governance materials). • Understanding of how customer/product data (CRM records, usage/adoption signals, support and delivery data) can feed maturity models, health scoring, or NPI readiness assessments — including at least a working knowledge of the underlying data structures. • Comfortable evaluating where AI can be embedded into post-sales methods/SOPs (e.g., AI-assisted delivery playbooks, support triage, or CS workflows) rather than treating AI as a separate initiative from core process work. What Else Would Be Great • Experience in a B2B software/SaaS company with a multi-product portfolio. • Familiarity with CRM-based customer health/risk scoring (e.g., Salesforce). • Background spanning at least two of: Professional Services, Customer Success, Education Services, Support. • Identify and execute opportunities to integrate emerging technologies (including AI/LLMs) into Post-Sales architecture to accelerate customer time-to-value and driver operational leverage. • Experience building or specifying AI-powered internal tools (dashboards, scorecards, or enablement tools) using LLM APIs. • Familiarity with prompt design principles well enough to brief technical teams or evaluate AI-tool vendors credibly. • Exposure to using AI for data analysis or synthesis (e.g., summarizing churn/health signals, generating first drafts of governance or maturity-model documentation) as an operational force-multiplier for a lean team

Lead post-sales strategy alignment across product, sales, and customer success teams to drive scalable business growth. | 10+ years in post-sales or related operations with strong cross-functional leadership and process design skills. | Director, Post-Sales Strategy & Business Alignment East Coast & Central Preferred Time Zone Remote USA 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 The Director, Post-Sales Strategy & Business Alignment is the connective tissue between Product, Go-to-Market (GTM), and the post-sales organization (Professional Services, Customer Success, Education Services, and Support). This role owns the frameworks, governance, and processes that keep post-sales priorities represented in product decisions, keep services offerings aligned with sales motions, keep joint marketing efforts grounded in the customer base, and keep delivery methods and maturity models consistent across every post-sales function across all product lines. This is a build-and-scale leadership role: you will hold decision rights on post-sales release readiness, establish cross-organizational governance, and build a high-performing strategy and operations function that turns cross-functional complexity into scalable business growth. What You Will Do In This Role Product Liaison — SRBR & NPI Ownership • Own the relationship between Product and post-sales, ensuring post-sales needs, constraints, and customer signals are represented in product planning. • Lead the team responsible for driving SRBR (Solution/Strategic Roadmap Business Review) cadences with Product, ensuring post-sales functions have visibility into roadmap direction and a structured way to feed back requirements. • Hold decision rights on post-sales NPI release readiness to accelerate product adoption, reduce early-stage churn, and shorten customer Time to Value across major launches. • Establish cross-functional escalation and decision governance to resolve roadmap conflicts, ensuring critical customer adoption signals directly influence product strategy. GTM Liaison — Aligned Services Offerings • Own the relationship between GTM/Sales and post-sales, ensuring services offerings (Professional Services, Customer Success, Education) are packaged, priced, and positioned in a way that supports the sales motion. • Lead the team driving alignment on services offer construction — new offer design, offer retirement, bundling with license sales, and consistency of offer definitions across segments and regions. • Partner with sales leadership and offering/product marketing to ensure sales teams can clearly articulate and sell post-sales offerings without ambiguity. • Establish a repeatable intake and review process for new or changed services offerings before they go to market. Joint Digital Marketing Strategy for the Customer Base • Own the post-sales side of joint marketing strategies aimed at the existing customer base (expansion, adoption, retention, advocacy). • Partner with Marketing to align campaigns, customer marketing programs, and lifecycle communications with what post-sales teams know about customer health, maturity, and expansion readiness. • Ensure customer-base marketing initiatives are sequenced with CS/PS delivery motions rather than run independently of them. Process Framework - Methods, SOP, & Maturity Models Approach • Drive the overall methods/SOP approach for all post-sales functions (PS, CS, Education, Support), ensuring a consistent operating framework rather than function-by-function fragmentation. • Own the lifecycle for how methods and SOPs are created, approved, published, and retired. • Partner with enablement and tech-stack owners to ensure methods/SOPs are reflected in tooling and workflows, not just documentation.Lead the process framework for maturity models that describe customer development/adoption progression across all products. • Ensure maturity models are consistent in structure and language across product lines, while allowing for product-specific nuance. • Own governance for how maturity models are maintained, versioned, and adopted operationally by CS, PS, Education, and Support (e.g., as inputs to health scoring, success plans, or renewal risk). Team & Scope • Lead, mentor, and scale a high-performing team, defining resource allocation and team charter to support company growth goals. • Operates cross-functionally across Product, GTM/Sales, Marketing, and all post-sales functions. • Reports into post-sales leadership; expected to represent post-sales interests at the leadership table for Product and GTM planning cycles. What You Need To Be Successful In This Role • 10+ years in post-sales operations, professional services operations, customer success operations, or related roles, including experience working directly with Product and GTM/Sales organizations. • Exceptional cross-functional relationship management skills, with a proven track record of building trust, alignment, and shared goals across distinct organizational teams. • Advanced executive communication and storytelling ability capable of translating complex operational feedback from post-sales into clear, persuasive strategic priorities for Product and GTM stakeholders. • Proven ability to lead and influence senior leaders without direct authority, navigating conflicting priorities to drive consensus and operational alignment. • Demonstrated experience building or running structured cross-functional governance processes (e.g., roadmap reviews, offer governance, NPI processes). • Experience designing or operationalizing customer maturity/adoption models. • Strong process design and documentation skills; comfortable formalizing informal or inconsistent practices into scalable frameworks. • Experience managing a team and influencing senior stakeholders without direct authority over their functions. • Experience applying AI/LLM-based tools to operational processes (e.g., using AI to draft, structure, or maintain SOPs, maturity model documentation, or governance materials). • Understanding of how customer/product data (CRM records, usage/adoption signals, support and delivery data) can feed maturity models, health scoring, or NPI readiness assessments — including at least a working knowledge of the underlying data structures. • Comfortable evaluating where AI can be embedded into post-sales methods/SOPs (e.g., AI-assisted delivery playbooks, support triage, or CS workflows) rather than treating AI as a separate initiative from core process work. What Else Would Be Great • Experience in a B2B software/SaaS company with a multi-product portfolio. • Familiarity with CRM-based customer health/risk scoring (e.g., Salesforce). • Background spanning at least two of: Professional Services, Customer Success, Education Services, Support. • Identify and execute opportunities to integrate emerging technologies (including AI/LLMs) into Post-Sales architecture to accelerate customer time-to-value and driver operational leverage. • Experience building or specifying AI-powered internal tools (dashboards, scorecards, or enablement tools) using LLM APIs. • Familiarity with prompt design principles well enough to brief technical teams or evaluate AI-tool vendors credibly. • Exposure to using AI for data analysis or synthesis (e.g., summarizing churn/health signals, generating first drafts of governance or maturity-model documentation) as an operational force-multiplier for a lean team

Lead post-sales strategy and alignment across product, sales, and customer success functions to drive scalable business growth. | 10+ years in post-sales or related operations with strong cross-functional leadership and governance experience. | Director, Post-Sales Strategy & Business Alignment East Coast & Central Preferred Time Zone Remote USA 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 The Director, Post-Sales Strategy & Business Alignment is the connective tissue between Product, Go-to-Market (GTM), and the post-sales organization (Professional Services, Customer Success, Education Services, and Support). This role owns the frameworks, governance, and processes that keep post-sales priorities represented in product decisions, keep services offerings aligned with sales motions, keep joint marketing efforts grounded in the customer base, and keep delivery methods and maturity models consistent across every post-sales function across all product lines. This is a build-and-scale leadership role: you will hold decision rights on post-sales release readiness, establish cross-organizational governance, and build a high-performing strategy and operations function that turns cross-functional complexity into scalable business growth. What You Will Do In This Role Product Liaison — SRBR & NPI Ownership • Own the relationship between Product and post-sales, ensuring post-sales needs, constraints, and customer signals are represented in product planning. • Lead the team responsible for driving SRBR (Solution/Strategic Roadmap Business Review) cadences with Product, ensuring post-sales functions have visibility into roadmap direction and a structured way to feed back requirements. • Hold decision rights on post-sales NPI release readiness to accelerate product adoption, reduce early-stage churn, and shorten customer Time to Value across major launches. • Establish cross-functional escalation and decision governance to resolve roadmap conflicts, ensuring critical customer adoption signals directly influence product strategy. GTM Liaison — Aligned Services Offerings • Own the relationship between GTM/Sales and post-sales, ensuring services offerings (Professional Services, Customer Success, Education) are packaged, priced, and positioned in a way that supports the sales motion. • Lead the team driving alignment on services offer construction — new offer design, offer retirement, bundling with license sales, and consistency of offer definitions across segments and regions. • Partner with sales leadership and offering/product marketing to ensure sales teams can clearly articulate and sell post-sales offerings without ambiguity. • Establish a repeatable intake and review process for new or changed services offerings before they go to market. Joint Digital Marketing Strategy for the Customer Base • Own the post-sales side of joint marketing strategies aimed at the existing customer base (expansion, adoption, retention, advocacy). • Partner with Marketing to align campaigns, customer marketing programs, and lifecycle communications with what post-sales teams know about customer health, maturity, and expansion readiness. • Ensure customer-base marketing initiatives are sequenced with CS/PS delivery motions rather than run independently of them. Process Framework - Methods, SOP, & Maturity Models Approach • Drive the overall methods/SOP approach for all post-sales functions (PS, CS, Education, Support), ensuring a consistent operating framework rather than function-by-function fragmentation. • Own the lifecycle for how methods and SOPs are created, approved, published, and retired. • Partner with enablement and tech-stack owners to ensure methods/SOPs are reflected in tooling and workflows, not just documentation.Lead the process framework for maturity models that describe customer development/adoption progression across all products. • Ensure maturity models are consistent in structure and language across product lines, while allowing for product-specific nuance. • Own governance for how maturity models are maintained, versioned, and adopted operationally by CS, PS, Education, and Support (e.g., as inputs to health scoring, success plans, or renewal risk). Team & Scope • Lead, mentor, and scale a high-performing team, defining resource allocation and team charter to support company growth goals. • Operates cross-functionally across Product, GTM/Sales, Marketing, and all post-sales functions. • Reports into post-sales leadership; expected to represent post-sales interests at the leadership table for Product and GTM planning cycles. What You Need To Be Successful In This Role • 10+ years in post-sales operations, professional services operations, customer success operations, or related roles, including experience working directly with Product and GTM/Sales organizations. • Exceptional cross-functional relationship management skills, with a proven track record of building trust, alignment, and shared goals across distinct organizational teams. • Advanced executive communication and storytelling ability capable of translating complex operational feedback from post-sales into clear, persuasive strategic priorities for Product and GTM stakeholders. • Proven ability to lead and influence senior leaders without direct authority, navigating conflicting priorities to drive consensus and operational alignment. • Demonstrated experience building or running structured cross-functional governance processes (e.g., roadmap reviews, offer governance, NPI processes). • Experience designing or operationalizing customer maturity/adoption models. • Strong process design and documentation skills; comfortable formalizing informal or inconsistent practices into scalable frameworks. • Experience managing a team and influencing senior stakeholders without direct authority over their functions. • Experience applying AI/LLM-based tools to operational processes (e.g., using AI to draft, structure, or maintain SOPs, maturity model documentation, or governance materials). • Understanding of how customer/product data (CRM records, usage/adoption signals, support and delivery data) can feed maturity models, health scoring, or NPI readiness assessments — including at least a working knowledge of the underlying data structures. • Comfortable evaluating where AI can be embedded into post-sales methods/SOPs (e.g., AI-assisted delivery playbooks, support triage, or CS workflows) rather than treating AI as a separate initiative from core process work. What Else Would Be Great • Experience in a B2B software/SaaS company with a multi-product portfolio. • Familiarity with CRM-based customer health/risk scoring (e.g., Salesforce). • Background spanning at least two of: Professional Services, Customer Success, Education Services, Support. • Identify and execute opportunities to integrate emerging technologies (including AI/LLMs) into Post-Sales architecture to accelerate customer time-to-value and driver operational leverage. • Experience building or specifying AI-powered internal tools (dashboards, scorecards, or enablement tools) using LLM APIs. • Familiarity with prompt design principles well enough to brief technical teams or evaluate AI-tool vendors credibly. • Exposure to using AI for data analysis or synthesis (e.g., summarizing churn/health signals, generating first drafts of governance or maturity-model documentation) as an operational force-multiplier for a lean team