Customer Success Associate , Certn
CA$52.9-66.1k
AI-powered background checks for enterprises
Be an early applicant
AI-powered background checks for enterprises
201-500 employees
Be an early applicant
CA$52.9-66.1k
201-500 employees
Company mission
To help companies of all sizes build trust in people.
Role
Who you are
- Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement
- Strong relationship management and organizational skills
- Adept analytical and problem-solving skills
- Effective communication abilities with a customer-first mindset
- Demonstrated ability to collaborate effectively with various departments for overall business success
- Comfort working within structured playbooks and scaled customer success models
- College or university degree or equivalent work experience
- Working experience with SaaS products and the background check industry (preferred)
- Certifications in customer success or customer support (preferred)
- Candidates must be currently located in and legally authorized to work in Canada
- If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspectives that brings
What the job involves
- The Customer Success Associate plays a key role in driving customer success initiatives for customers who receive a scaled, one-to-many approach
- Responsible for communication programs and enablement, this role is the primary point of contact for customers in a growth position — focused on customer enablement, identifying ongoing opportunities, and keeping customers engaged
- A key part of this role involves collaborating with cross-functional teams on migration efforts while maximizing customer satisfaction and revenue growth
- This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm)
- Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones
- This is a live role and we are planning to fill it as soon as possible
- Customer Onboarding
- Take ownership of general customer onboarding, ramp, and full life cycle achievement including contract lifecycle
- Identify customers with potential upsell, cross-sell, and expansion opportunities; work with the Customer Success team to manage these customers through playbooks for growth alignment
- Maintain regular cadence in HubSpot related to topics such as Customer Stories, Opportunities, Onboarding progress, At Risk Accounts, and Churn
- Customer Contact and Issue Resolution
- Serve as the primary contact for customer inquiries and issues, collaborating internally to resolve challenges and identify improvements with customer experience — aligned to reducing support backlogs
- Collaborate with stakeholders across all departments to solve customer queries, complaints, issues, and enhancement requests
- Performance Metrics
- Follow playbooks, maintain customer records in HubSpot, and track customer interactions
- Become a center of excellence for our customer base to assist with migration efforts, and consolidate customer experience into actionable feedback for other departments
- 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
Application process
- How We Hire (and How We Use AI):
- At Certn, we use AI tools to support our recruitment process, including helping us organize and review applications to identify early matches based on role criteria. These tools assess the information you provide, such as your skills, qualifications, and experience
- That said, all hiring decisions involve human judgment and oversight
- Your personal information will be collected and processed in accordance with our Privacy Policy, which explains what data we collect, how we use it, how long we will retain it, and your rights to access, correct, or request a human review of any automated decision
- Tip: Show us the real you. We encourage you to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. We want to get to know you and not your Generative AI tools!
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: $113.4m
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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