Customer Success Manager

Who We Are

At Certn, we're revolutionising 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 We're not about outdated processes and red tape.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 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 You'll 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: You'll do work that matters - driving real impact and helping define the direction of our Customer Success Team.

A Little Bit More About Us

If you're excited by the chance to drive bold innovation, smash silos, and deliver world-class products, we want to hear from you. Let's 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 Canada's Companies-to-Watch in Deloitte's 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 we're creating a workplace that's respectful, inclusive, and free from barriers-a 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 you'll 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.