Job Details

Manager, Customer Care

Location: Remote
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 Manager of Customer Care is a critical role within Certinia's Global Customer Care organization, responsible for leading a global team of Customer Care Managers (Escalation Managers) and ensuring consistent execution of Certinia's support processes.

In this role, you will balance people leadership with direct escalation oversight, providing structure, guidance, and prioritization across customer escalations while ensuring effective coordination with Support, Product, Engineering, and Customer Success teams. You will serve as an escalation point for complex or high-impact situations and help ensure customer issues progress with clarity, ownership, and consistency.

Success in this role means enabling the Customer Care team to operate effectively, maintaining customer confidence during critical situations, and supporting continuous improvement in how Certinia manages customer risk.
WHAT YOU WILL DO IN THIS ROLE

• Lead, coach, and support a global team of Customer Care Managers.
• Provide day-to-day direction, prioritization, and guidance across active customer escalations.
• Act as an escalation point for complex, high-impact, or stalled situations, helping remove blockers and drive alignment.
• Directly manage assigned high-risk or executive-visible escalations, as needed.
• Provide timely, transparent, and professional communication to customers, including executive stakeholders, ensuring expectations are clearly set and met.
• Ensure clear next steps, ownership, and follow-through across Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams.
• Review and guide customer-facing communications to ensure accuracy, consistency, and appropriate tone.
• Partner with Customer Success, Support, and Sales teams to assess customer impact, sentiment, and escalation risk.
• Identify recurring themes, risks, or process gaps across escalations and surface insights to leadership.
• Support the continued refinement of Certinia's escalation processes, documentation, tooling, and reporting.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Experience managing customer-facing escalations or complex customer issues within a technology, SaaS, or enterprise software environment.
• Prior people-management experience, or demonstrated readiness to develop people-management skills.
• Ability to participate effectively in internal swarms and cross-functional working sessions to drive accountability and progress.
• Excellent written and verbal communication skills, with the ability to engage effectively with both customer and internal stakeholders, including executive stakeholders.
• Strong organizational and prioritization skills, with the ability to manage team workload and multiple escalations simultaneously.
• Ability to collaborate effectively across Support, Product, Engineering, Professional Services, and Customer Success teams.
• Sound judgment and problem-solving skills in high-pressure or time-sensitive situations.
• Comfort working with ambiguity and shifting priorities.
• A customer-focused mindset grounded in professionalism, empathy, and accountability.

Salary Range: $85,900 - $107,400 (Base Salary)

Equal Opportunity Employer
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