Customer Success Manager

At Certn, we're revolutionizing background screening with The World's Easiest Background Check — fast, global, and powered by tech. We're not about outdated processes and red tape. We're about innovation, speed, and impact. If you're looking for a place where ownership, collaboration, and creativity thrive, this is it.

The Opportunity:

The Customer Success Manager role plays a key role in driving strategic customer success initiatives. Responsible for fostering long-term relationships, this role involves conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximise customer satisfaction and revenue growth.

Strategic Account Management

• Develop and execute account plans to ensure customer success and identify growth opportunities.

• Own customer onboarding, ramp, and full life cycle achievement including contract renewal.

• Find Upsell, Cross sell, and Expansion opportunities and win additional business

• Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account and Churn.

Customer Advocacy and Issue Resolution

• Serve as the primary contact for escalated issues, collaborating internally to resolve challenges.

• Collaborate with stakeholders across all departments to solve complex customer issues.

• Perform Quarterly Business Reviews to proactively address challenges and advocate for new products and services for customers.

Performance Metrics

• Conduct an average of 5-8 proactive meetings per week with your book of business

• Document and utilize Hubspot to track customer interactions.

• Measurably increase B2B revenue and Margin as it relates to company objectives on a quarterly basis.

Customer Retention and Growth

• Implement strategies to reduce churn and enhance loyalty.

• Utilize data to analyse and track potential churn targets and create a mutual plan of success to maintain customer satisfaction.

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.

• Showcased effectiveness in strategic account management.

• Adept analytical and problem-solving skills.

• Effective communication and presentation abilities.

• Experience advocating for customers at an executive level within the organisation.

• Demonstrated ability to collaborate effectively with various departments for overall business success.

• Demonstrated success in driving customer growth through expansion initiatives.

• Collaborate with Customer Success, Customer Support, Sales, Marketing, and Product teams.

• Regularly communicate with customers to understand their needs, address concerns and suggest add ons.

Flexibility: Hybrid/remote role with teammates across North America and the UK

Global Collaboration: Partner with experienced leaders in multiple regions

Compensation: Competitive salary, comprehensive health benefits, generous paid time off.

Culture: Collaborative, async-friendly, and innovation-focused.

Certn is a growing global technology company reinventing the way organizations build trust in people with technology and AI-backed background checks. Having recently been named one of Canada's Companies-to-Watch in Deloitte's Technology Fast 50 Awards, we are one of the fastest-growing start-ups in the sector. Just so you know, the selected candidate will be required to complete a background check — so you'll get to see first-hand what we do. Certn is committed to equal opportunity, inclusion, and diversity. If you have a disability that requires accommodation at any stage of the recruitment process, please let us know how we can best assist you.

Ready to build your career and make an impact? Apply now and start your journey with Certn.