Customer Success Manager

The role

The Customer Success Manager drives strategic customer success initiatives and fosters long-term relationships. This role involves conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximize satisfaction and revenue growth.

What you will do

• 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.
• 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.
• Conduct an average of 5-8 proactive meetings per week with your book of business.
• Document and utilize Hubspot to track customer interactions.
• Implement strategies to reduce churn and enhance loyalty.

Required qualifications

• Proven success in customer success, account management, or a related field.
• 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 organization.
• Ability to collaborate effectively with various departments.
• Success in driving customer growth through expansion initiatives.
• College or university degree or equivalent work experience.
• Currently located in and legally authorized to work in Canada.

Nice to have

• Working experience with SaaS products and the background check industry
• Certifications in customer success or customer support

Benefits

• 32 days of paid time off per year
• Company-paid benefits that start on day 1
• Remote-friendly and supportive flexible remote arrangements
• Work-from-home allowance
• Professional development budget

Before you apply

• Candidates must be currently located in and legally authorized to work in Canada.
• The selected candidate will be required to complete a background check.

About the company

Certn is changing how trust works with The World's Easiest Background Check. They are a remote-first company of curious, collaborative builders.