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Salary: GBP 28,880 - 36,100 / annual
Certn is a background check platform that has raised $127M+ and earned Deloitte Fast 50 recognition three years running. The company is transforming how trust works by simplifying background screening for millions of users globally.
As a Customer Success Associate, you'll report to the Senior Manager of Customer Success and serve as the primary point of contact for a portfolio of growth-stage customers. Your mission is to help them maximize platform value through scalable engagement, proactive enablement, and strategic guidance.
Key responsibilities include:
**Customer Onboarding & Lifecycle Management**: Own the full customer onboarding journey, from ramp through contract lifecycle. Identify upsell, cross-sell, and expansion opportunities and work with the team to execute growth playbooks. Maintain HubSpot records tracking customer stories, opportunities, onboarding progress, at-risk accounts, and churn signals.
**Customer Contact & Issue Resolution**: Be the primary contact for customer inquiries and issues. Collaborate across departments to resolve challenges, reduce support backlogs, and identify experience improvements. Handle customer queries, complaints, enhancement requests, and escalations.
**Retention & Growth**: Implement churn-reduction strategies and enhance customer loyalty. Use data to identify at-risk accounts and co-create success plans. Consolidate customer feedback into actionable insights for product and operations teams.
**Required Qualifications**: College degree or equivalent hands-on experience. Background in customer-facing roles with proven relationship-building, problem-solving, and customer outcome support. Strong organizational, analytical, and communication skills with a customer-first mindset. Ability to work within structured playbooks and scaled CS models. Experience with SaaS products, background check solutions, or customer success/support certifications is a plus.
Certn is remote-first with a high-performance culture emphasizing ownership, urgency, and customer obsession. The team values diverse perspectives and collaborative problem-solving.
