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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 building the world's easiest background check platform to help people move faster into jobs, homes, and opportunities.
As a Customer Success Manager, you will drive strategic customer success initiatives and own the full lifecycle of assigned accounts. You will develop and execute account plans to ensure customer success, conduct quarterly business reviews, and identify growth opportunities through upsells, cross-sells, and expansion initiatives. You'll serve as the primary escalation contact for complex customer issues, collaborating across departments to resolve challenges and maintain long-term relationships.
Key responsibilities include:
- Strategic account management: develop account plans, own onboarding and ramp, manage contract renewals
- Identify and execute upsell, cross-sell, and expansion opportunities
- Maintain weekly updates on customer stories, opportunities, onboarding progress, at-risk accounts, and churn
- Conduct 5-8 proactive customer meetings per week
- Perform quarterly business reviews to address challenges and advocate for new products
- Implement churn-reduction strategies and use data to identify at-risk customers
- Track all interactions in HubSpot and drive measurable B2B revenue and margin growth
Certn is a remote-first, high-performance company with a no-jerk policy. The culture emphasizes hustle, hunger, customer obsession, and lifting people up. Benefits include 32 days of paid time off, company-paid benefits starting day 1, work-from-home allowance, and professional development budget.
REQUIREMENTS:
- Proven success in customer success, account management, or related field with track record of successful customer engagement
- Demonstrated effectiveness in strategic account management
- Strong analytical and problem-solving skills
- Effective communication and presentation abilities
- Experience advocating for customers at executive level within organization
- Demonstrated ability to collaborate effectively across departments
- Demonstrated success driving customer growth through expansion initiatives
- College or university degree or equivalent work experience
- Must be currently located in and legally authorized to work in Canada
- Preferred: working experience with SaaS products and background check industry; certifications in customer success or customer support
- Role may require occasional travel to meet with clients
