Join to apply for the Customer Success Manager role at HighlightTA
HighlightTA is the on‑demand talent team for Certn.
Who We Are
At Certn, we’re revolutionizing 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 We’re not about outdated processes and red tape.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’re looking for a place where ownership, collaboration, and creativity thrive, this is it.
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 maximize customer satisfaction and revenue growth.
Key Responsibilities
Strategic Account Management
- 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.
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 utilize 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.
- Utilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction.
Key Requirements
- Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.
- Showcased 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.
- Demonstrated ability to collaborate effectively with various departments for overall business success.
- Demonstrated success in driving customer growth through expansion initiatives.
- Collaborate with Customer Success, Customer Support, Sales, Marketing, and Product teams.
- Regularly communicate with customers to understand their needs, address concerns and suggest add‑ons.
Why You Should Be Excited
Flexibility: Hybrid/remote role with teammates across North America and the UK.
Global Collaboration: Partner with experienced leaders in multiple regions.
Compensation: Competitive salary, comprehensive health benefits, generous paid time off.
Culture: Collaborative, async‑friendly, and innovation‑focused.
Certn is committed to equal opportunity, inclusion, and diversity. If you have a disability that requires accommodation at any stage of the recruitment process, please let us know how we can best assist you.
Ready to build your career and make an impact? Apply now and start your journey with Certn.
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