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Salary: CAD 52,880 - 66,100 / annual
Certn is a background check technology company 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 individuals and organizations.
As a Customer Success Manager, you will drive strategic customer success initiatives and foster long-term relationships with a portfolio of accounts. You'll own the full customer lifecycle from onboarding through renewal, conducting quarterly business reviews, identifying expansion opportunities, and serving as the escalation point for complex issues.
Key responsibilities include developing account plans to maximize customer satisfaction and revenue growth, identifying upsell and cross-sell opportunities, maintaining weekly tracking of customer health metrics, and collaborating cross-functionally to resolve challenges. You'll conduct 5-8 proactive customer meetings per week, document interactions in HubSpot, and drive measurable revenue and margin growth on a quarterly basis.
You'll implement churn-reduction strategies, analyze at-risk accounts, and advocate for customers at the executive level within Certn. Success requires proven track record in customer success or account management, strong analytical and problem-solving skills, effective communication and presentation abilities, and demonstrated success driving customer growth through expansion initiatives.
Preferred qualifications include experience with SaaS products and the background check industry, plus customer success certifications. You must hold a college/university degree or equivalent work experience and be legally authorized to work in Canada. Occasional client travel may be required.
Certn is a remote-first, high-performance culture that values hustle, collaboration, and customer obsession. The company offers 32 days PTO, company-paid benefits from day 1, work-from-home allowance, and professional development budget.
