Customer Success Manager

Summary

Join Certn, a fast-growing global technology company revolutionizing background screening, as a Customer Success Manager. You will play a key role in driving strategic customer success initiatives, fostering long-term relationships, conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams. This role focuses on maximizing customer satisfaction and revenue growth through strategic account management, customer advocacy, and issue resolution. You will develop and execute account plans, manage customer onboarding, identify upsell and cross-sell opportunities, and implement strategies to reduce churn and enhance loyalty. The position requires proven success in customer success or account management, strong analytical and communication skills, and familiarity with CRM platforms. Certn offers a remote-friendly setup, comprehensive benefits, and professional development opportunities.

Requirements

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement
• Showcased effectiveness in strategic mid-market account management
• Independently managed contract renewals and upsell opportunities, driving revenue and margin growth
• Demonstrated success in effectively managing high volume of client accounts simultaneously and cultivating strong relationships with both customers and company stakeholders
• Strong analytical thinking and problem-solving abilities
• Effective communicator with a high standard of presentation delivery
• Demonstrated ability to collaborate effectively with various departments for overall business success
• Experience advocating for customers at an executive level within the organisation
• Demonstrated success in driving customer growth through expansion initiatives
• Adaptability in a fast-paced environment and the ability to juggle and complete multiple priorities and projects

Responsibilities

• Develop and execute account plans to ensure client 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 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
• 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
• Implement strategies to reduce churn and enhance loyalty
• Utilise data to analyse and track potential churn targets and create a mutual plan of success to maintain customer satisfaction

Preferred Qualifications

Familiarity with HubSpot or other CRM platforms, as well as tools like Google Workspace, Slack, Zendesk, Looker is a plus

Benefits

• 4 weeks of annual leave to start + additional health & wellness time off
• Remote-friendly setup, work-from-home stipend, and a flex allowance to make your work-life balance flawless
• Enjoy a complete benefits package for yourself and your dependents, plus a pension contribution
• A professional development budget to level up your skills, attend industry conferences, pursue certifications, or take advanced courses