[Hiring] Enterprise Customer Success Manager @HighlightTA

Role Description

The Enterprise Customer Success Manager (18 month contract) plays a key role in driving the success and satisfaction of a diverse customer portfolio, including our top Enterprise customers and complex integrations. You'll execute strategic customer success initiatives and work closely with cross-functional teams to make sure those initiatives line up with our broader business goals.

Key Responsibilities

• Strategic Customer Success Initiatives
  • Develop and execute customer success strategies that improve satisfaction, onboarding, retention, and revenue growth.
  • Collaborate with cross-functional teams to align customer success initiatives with overall business objectives.
• Customer Advocacy and Industry Insights
  • Act as a key advocate for customers within the organisation, making sure their needs are understood and addressed.
  • Stay on top of industry trends and use those insights to give customers strategic recommendations.
• Performance Metrics and Reporting
  • Analyse customer performance metrics and prepare comprehensive reports for internal stakeholders.
  • Use data-driven insights to spot opportunities for continuous improvement and innovation.
• Customer Retention and Growth
  • Give input into and implement strategies to improve customer retention.
  • Identify and address factors that may contribute to churn.
  • Identify and track cross-sell and upsell opportunities within the existing customer base.
  • Partner with Sales and Marketing to develop and implement customer expansion strategies.
• Mentorship
  • Provide guidance and support to junior team members.
  • Help build a culture of continuous learning, collaboration, and excellence within the team.

Qualifications

• Experience advocating for customers at an executive level within an organisation.
• Track record of driving customer growth through successful cross-sell and upsell initiatives.
• Proven ability to collaborate across departments to drive overall business success.
• Experience working with SaaS products in the technology industry.
• Bonus: College or university degree, or equivalent work experience.
• Strong skills using data analytics to drive insights and improvements.
• Proven ability to give strategic recommendations based on industry insights.
• Previous experience or certifications in customer success or customer support.

Benefits

• 32 days of paid time off per year.
• Company-paid benefits that start on day 1.
• Remote-friendly and supportive flexible remote arrangements.
• Work-from-home allowance.
• Professional development budget.
• And a few more goodies!

Company Description

At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50 recognition three years in a row, and we’re still only scratching the surface. Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust.

We’re not a traditional background screening company. We’re a team of curious, collaborative builders who care about solving real problems for real people. We challenge each other, move fast, and have fun doing it. If you want to grow, make an impact, and help shape products used by millions, this is your place. Let’s build what’s next, together.