Customer Success Manager

About the role

The Customer Success Manager at Certn drives strategic initiatives to ensure long‑term client satisfaction and revenue growth. You will own the full customer lifecycle, from onboarding through renewal, while collaborating across teams to solve complex challenges.

Key responsibilities

• 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 Accounts, and churn.
• Serve as primary contact for escalated issues and collaborate across departments to resolve challenges.
• Perform Quarterly Business Reviews to proactively address challenges and advocate for new products.
• Conduct 5‑8 proactive meetings per week and track interactions in Hubspot.
• Implement strategies to reduce churn and enhance loyalty using data‑driven plans.

Required profile

• Proven success in customer success, account management, or related field with a track record of customer engagement.
• Strong analytical and problem‑solving abilities.
• Effective communication and presentation skills.
• Experience advocating for customers at an executive level.
• Ability to collaborate across departments to drive business success.
• Experience driving customer growth through expansion initiatives.

Required skills

• Hubspot (CRM) usage for tracking customer interactions.
• Experience with SaaS products, preferably in the background‑check industry.

What we offer

• 32 days of paid time off per year.
• Company‑paid benefits starting day 1.
• Remote‑friendly flexible work arrangements.
• Work‑from‑home allowance.
• Professional development budget.