Customer Success Manager, Certn
£28.9-36.1k
+ Equity + Bonus
AI-powered background checks for enterprises
Open for applications
AI-powered background checks for enterprises
201-500 employees
Open for applications
£28.9-36.1k
+ Equity + Bonus
201-500 employees
Company mission
To help companies of all sizes build trust in people.
Role
Who you are
- 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
- 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
- Familiarity with HubSpot or other CRM platforms, as well as tools like Google Workspace, Slack, Zendesk, Looker is a plus
- 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
What the job involves
- 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 maximise customer satisfaction and revenue growth
- You'll 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
Our take
Certn’s platform allows people to gain fast access to background checks, from criminal records through to motor vehicle records and even credit checks. Its software allows recruiters to save time and money in the hiring process, as the standard 3-4 days for completing background checks is reduced to hours.
Currently, the solution is used by over 2,800 enterprises, including leading employers, staffing firms and property management companies. However, it is not the only player using AI to conduct background checks; Checkr, GoodHire, and HireRight are some of the leading companies that are solving this years-old problem in different parts of the world, and Certn will have to work hard to stand out in this crowded space.
The company looks poised for a period of rapid international expansion over the next few years, thanks to considerable funding amounting to $115 million in 2023 and the acquisition of UK-based background check provider Credence and Australian Intercheck. It also astutely hired CTO Susan Davis (ex-VP of Engineering at Dessa and Xtiva Financial Systems) in 2021.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$30m
SERIES B
May 2022
$50m
SERIES B
Total funding: $112.7m
Company benefits
- 4 weeks paid vacation
- 12 wellness days
- Extensive health benefits
- Family support program (including support for new parents and caregivers)
- Remote-first and support for flexible remote arrangements
- Green transportation allowance
- Fitness & wellness allowance
- Work from home allowance
- Professional development Budget
- And a few more goodies!
Company HQ
Harris Green, Victoria, BC
Leadership
Evan Dalton
(Co-Founder & Co-CEO)Former VP of Business Development at home rental fintech company RentMoola. Former Office Leasing Advisor at Cushman & Wakefield.
Owen Madrick
(Co-Founder, Co-CEO & CFO)Chartered Accountant & former VP of Finance at RentMoola. Former Grant Thornton LLP Manager, and Director of Finance at DFH Real Estate.
Andrew McLeod
(Co-Founder & Co-CEO)Forbes 30 Under 30 Nominee and Remote Tech CEO of the Year 2021. Co-founder of sports equipment company Emei Products (acquired 2021). Former CSO at RentMoola.
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