Customer Success Manager

Who We Are

At Certn, we’re revolutionising 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 We’re not about outdated processes and red tape.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 thrive in fast-paced environments, love solving problems, and looking to join a team where ownership, collaboration, and continuous improvement are at the heart of everything we do, this is your next move.

The Opportunity:

The Customer Success Manager plays a pivotal role in driving strategic initiatives that deliver measurable impact for both customers and the business. This role is responsible for building long-term relationships, leading data-informed business reviews, resolving escalations and collaborating cross-functionally to maximize customer satisfaction, retention, and revenue growth. Success in this position requires strong commercial understanding, analytical insight, and the ability to consistently shape outcomes using insight and strategic thinking.

What You'Ll Be Doing:

Strategic Account Management

• Take full ownership of your portfolio by building and executing tailored account plans that align with client objectives and deliver measurable growth.
• Lead customers through the full lifecycle — from onboarding and adoption to renewal — ensuring they achieve defined success outcomes.
• Drive expansion by identifying and securing upsell, cross-sell, and renewal opportunities, directly contributing to revenue and margin growth.
• Provide clear, structured updates on account health, customer stories, onboarding progress, and proactive strategies for at-risk accounts.

Customer Advocacy and Issue Resolution

• Act as the trusted advisor and primary point of contact for your customers, handling escalations with professionalism and urgency.
• Partner cross-functionally to solve complex challenges, ensuring customers see measurable value quickly and consistently.
• Lead impactful Quarterly Business Reviews (QBRs), using data and insights to highlight ROI, mitigate risks, and uncover new opportunities.

Performance Metrics

• Conduct an average of 5-8 proactive meetings per week with your book of business
• Document and utilise 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

• Design and execute strategies that strengthen customer loyalty and reduce churn.
• Track key health indicators such as adoption, engagement, and satisfaction to proactively address risks before they become issues.
• Build joint success plans with customers, combining commercial understanding and strategic insight to unlock long-term value and partnership.

What You Will Bring:

• A proven history of success in Customer Success or Account Management, with clear results in driving retention, growth, and customer satisfaction.
• Strong commercial acumen, with the ability to connect customer outcomes to revenue impact and long-term business value.
• Hands-on experience leading contract renewals, upsells, and expansion opportunities that directly contribute to company growth.
• Confidence managing a diverse book of accounts, balancing scale with the ability to build trusted, long-term relationships.
• An analytical mindset that turns customer and product data into actionable insights, influencing both customer strategies and internal decision-making.
• Excellent communication and presentation skills, capable of engaging senior executives and shaping discussions with credibility and professionalism.
• Proficiency with CRM platforms (HubSpot preferred), along with working knowledge of tools such as Google Workspace, Slack, Zendesk, or Looker.
• A collaborative approach that enables you to partner seamlessly with cross-functional teams to deliver shared success.
• The agility to thrive in a fast-paced environment, confidently managing multiple priorities while keeping customer outcomes at the center.

Why You Should Be Excited:

• Vacation Mode On: 4 weeks of annual leave to start + additional health & wellness time off.
• Flex Life: Remote-friendly setup, work-from-home stipend, and a flex allowance to make your work-life balance flawless.
• Health and Benefits: Enjoy a complete benefits package for yourself and your dependents, plus a pension contribution.
• Growth Fuel: A professional development budget to level up your skills, attend industry conferences, pursue certifications, or take advanced courses.
• Ownership & Impact: You’ll do work that matters - driving real impact and helping define the direction of our Customer Success Team.

A Little Bit More About Us

If you’re excited by the chance to drive bold innovation, smash silos, and deliver world-class products, we want to hear from you. Let’s build something epic together

Certn is a growing global technology company that is looking to reinvent the way organisations build Trust in People with technology and AI-backed background checks. Having recently been named one of Canada’s Companies-to-Watch in Deloitte’s Technology Fast 50™ Awards, we are becoming one of the fastest-growing start-ups.

Just so you know… The selected candidate will be required to complete a background check. This means you will get to see first hand what we do (and trust us, we do it REALLY well)!

Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how we’re creating a workplace that’s respectful, inclusive, and free from barriers—a place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that you'll consider Certn as your preferred employer, where you can thrive and contribute to our collective success.

If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.