Managed Services Lead

Role Description

Certa is the AI-first third-party operating system. Enterprises, from the Fortune 500 to fast-growing startups, use our no-code platform to onboard, assess, and monitor their vendors, suppliers, and partners across risk, compliance, and ESG. We have processed over 10 million entities for 100,000+ users across 120+ countries, and are backed by Fin Capital, Vertex Ventures, and Point72 Ventures.

Several of our largest enterprise customers buy a premium managed services package - a dedicated pod of Certa solution engineers handling their day-to-day tickets, configuration changes, and platform requests. This role fixes that. You'll be the project manager and delivery lead for the managed services portfolio - today around 5 enterprise accounts and 3–5 solution engineers, both set to grow significantly as we scale.

You own the client relationships, the quality bar, the processes, and the people. You're building this function, not maintaining one.

Please note: this role will have some overlap with US and UK business hours to stay close to enterprise customers.

What You'll Do

• Own the portfolio:
  • Act as the single owner and project manager across all accounts with a clear view of every client's status.
  • Manage each against its package entitlements (hours, ticket volume, SLA tier) to protect margin and flag renewal risk and expansion early.
• Run the delivery rhythm:
  • Own ticket intake, triage, prioritization, assignment, and resolution across all accounts.
  • Define and hold SLAs by severity (P1–P4).
  • Run root-cause analysis on every breach.
• Onboard & engage clients:
  • Transition new clients from implementation onto a consistent support model.
  • Hold weekly calls and health checks.
  • Act as primary escalation contact.
  • Lead monthly and quarterly service reviews.
• Build the operating model:
  • Create the managed services playbook (intake, prioritization, severity definitions, runbooks, response templates).
  • Put deployment guardrails in place for enterprise tenants (change requests, peer review, sandbox validation, release windows, rollback plans).
• Lead the team:
  • Own hiring, onboarding, coaching, and performance management for the largely early-career solution engineers.
  • Design a coverage model (shifts and on-call across time zones) that meets SLAs without burnout.
• Bridge & report:
  • Be the link to Product and Engineering on escalations, bugs, and roadmap input.
  • Connect with Customer Success, Account Management, and Sales on renewals and growth.
  • Report the metrics that matter (SLA compliance, MTTR, CSAT, backlog/ticket aging, throughput).

Qualifications

• 5+ years in managed services, premium or production support, professional services, or technical program/project management within B2B SaaS or enterprise software.
• A track record of owning enterprise customer relationships, including the difficult conversations.
• Strong end-to-end project and program management across multiple accounts at once, without dropping threads.
• Hands-on with ITSM and ticketing platforms (Jira, Zendesk, ServiceNow, or similar).
• Familiarity with the enterprise SaaS and ERP ecosystem (SAP, Oracle, Workday, NetSuite) that clients integrate with.
• Direct experience hiring, coaching, and performance-managing support or delivery teams, including across time zones.
• Clear communication with enterprise stakeholders, translating between technical detail and business impact.
• Comfort around APIs, integrations, and no-code workflow configuration (no coding required).
• Ownership, proactiveness, and curiosity - you pick up what falls through the cracks and act on problems before they escalate.

Compensation and Benefits

• Top of market salary + bonuses and equity.
• 49 days paid time off.
• PTO, full benefits, retirement and wellness plans.
• Professional development support, remote workspace setup bonus.
• Annual company offsites in exciting locations around the world.

Location

Certa is a remote-first company and we hire globally. We believe strongly in each team member working from the location that they choose. Should Certers wish to meet and work in person they have 3 lively office locations they can travel to:

• London
• San Francisco
• Jaipur

Please note: this role will have some overlap with US and UK business hours to stay close to enterprise customers.

Why Certa

• Certa was named a Leader in the inaugural 2026 Gartner Magic Quadrant for Third-Party Risk Management Tools.
• We've been honored across the analyst and awards landscape, including Top Tech and Customer Value distinctions in The Hackett Group's 2026 Risk Management SolutionMap.
• Certa was named one of Forbes' Best Startup Employers in the US.
• We've processed over 10 million entities for 100,000+ users across 120+ countries.

We're excited to meet you!