Customer Success Manager

Who you are

You have a proven track record in customer success management, with experience in strategic account management and fostering long-term relationships. You excel at conducting business reviews and addressing escalated issues, ensuring customer satisfaction and revenue growth. Your collaborative nature allows you to work effectively with cross-functional teams to solve complex customer challenges. You are comfortable using tools like HubSpot to document and track customer interactions, and you have a keen eye for identifying upsell and cross-sell opportunities. You understand the importance of customer advocacy and are dedicated to resolving issues promptly and effectively. You thrive in a fast-paced environment and are passionate about driving customer success initiatives.

What you'll do

In this role, you will be responsible for developing and executing account plans that ensure customer success and identify growth opportunities. You will own the customer onboarding process, ramping up new clients and managing the full lifecycle of customer engagement, including contract renewals. You will conduct an average of 5-8 proactive meetings per week with your book of business, maintaining regular updates on customer stories, opportunities, onboarding progress, and at-risk accounts. You will serve as the primary contact for escalated issues, collaborating internally to resolve challenges and advocating for new products and services during quarterly business reviews. Your role will involve analyzing customer feedback and performance metrics to continuously improve the customer experience and drive satisfaction.

What we offer

At Certn, we are committed to creating an inclusive and diverse workplace. We offer a supportive environment where ownership, collaboration, and creativity thrive. You will have the opportunity to make a significant impact in the background screening industry, working with a team that values innovation and speed. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every individual. Join us in revolutionizing background checks and building your career with Certn.