Customer Success Manager

Who We Are

At Certn were revolutionising background screening with The Worlds Easiest Background Check - fast global and powered by tech. Were not about outdated processes and red tape. Were about innovation speed and impact.

If you thrive in fast-paced environments love solving problems and looking to join a team where ownership collaboration and continuous improvement are at the heart of everything we do this is your next move.

Who are Certonians

We are football players DIY creators spicy-food lovers karaoke lovers wine connoisseurs and so much more! We are a team of 300 people currently living the dream at Certn across the globe and we are looking for more team members to level us up. If you are excited about working with a group that values accountability working synergistically with one another being inclusive of different perspectives approaching all solutions & problems with compassion and empathy - we want to hear from you!

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.

What Youll be Doing:

Strategic Account Management

• Develop and execute account plans to ensure client 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 Accounts 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 utilise 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

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

What you will bring:

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

• Showcased effectiveness in strategic mid-market account management.

• Independently managed contract renewals and upsell opportunities driving revenue and margin growth.

• Demonstrated success in effectively managing high volume of client accounts simultaneously and cultivating strong relationships with both customers and company stakeholders.

• Strong analytical thinking and problem-solving abilities.

• Effective communicator with a high standard of presentation delivery.

• Familiarity with HubSpot or other CRM platforms as well as tools like Google Workspace Slack Zendesk Looker is a plus.

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

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

• Demonstrated success in driving customer growth through expansion initiatives.

• Adaptability in a fast-paced environment and the ability to juggle and complete multiple priorities and projects.

Why You Should Be Excited:

• Vacation Mode On: 4 weeks of annual leave to start additional health & wellness time off.

• Flex Life: Remote-friendly setup work-from-home stipend and a flex allowance to make your work-life balance flawless.

• Health and Benefits: Enjoy a complete benefits package for yourself and your dependents plus a pension contribution.

• Growth Fuel: A professional development budget to level up your skills attend industry conferences pursue certifications or take advanced courses.

• Ownership & Impact: Youll do work that matters - driving real impact and helping define the direction of our Customer Success Team.

A Little Bit More About Us

If youre excited by the chance to drive bold innovation smash silos and deliver world-class products we want to hear from you. Lets build something epic together

Certn is a growing global technology company that is looking to reinvent the way organisations build Trust in People with technology and AI-backed background checks. Having recently been named one of Canadas Companies-to-Watch in Deloittes Technology Fast 50 Awards we are becoming one of the fastest-growing start-ups.

Just so you know The selected candidate will be required to complete a background check. This means you will get to see first hand what we do (and trust us we do it REALLY well)!

Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how were creating a workplace thats respectful inclusive and free from barriersa place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that youll consider Certn as your preferred employer where you can thrive and contribute to our collective success.

If you have a disability that requires accommodation during any stage of our recruitment process please let us know how we can best assist you.

Required Experience:

Manager