[Hiring] Customer Success Manager @HighlightTA

Role Description

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.

Qualifications

• 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.
• Working experience with SaaS products and the background check industry (preferred).
• Certifications in customer success or customer support (preferred).
• College or university degree or equivalent work experience.
• Candidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients.

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

Certn is a remote-first company with a high-performance edge. We value hustle, hunger, and helping each other win - but we also have a strict no-jerk policy. Ambition here is about lifting people up, not stepping on toes.

• We think like owners and execute with urgency.
• We're customer-obsessed and always learning.
• We give real feedback and hold each other to high standards.