Customer Success Manager, Certn
CA$52.9-66.1k
+ Equity and bonus
More information about location
AI-powered background checks for enterprises
Open for applications
AI-powered background checks for enterprises
201-500 employees
Open for applications
CA$52.9-66.1k
+ Equity and bonus
More information about location
201-500 employees
Company mission
To help companies of all sizes build trust in people.
Role
Who you are
- Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones
- Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement
- Showcased effectiveness in strategic account management
- Adept analytical and problem-solving skills
- Effective communication and presentation abilities
- Experience advocating for customers at an executive level within the organization
- Demonstrated ability to collaborate effectively with various departments for overall business success
- Demonstrated success in driving customer growth through expansion initiatives
- Working experience with SaaS products and the background check industry (preferred)
- Certifications in customer success or customer support (preferred)
- College or university degree or equivalent work experience
- Candidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients
- 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 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 maximize customer satisfaction and revenue growth
- This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm)
- This is a live role and we are planning to fill it as soon as possible
- You'll develop and execute account plans to ensure customer 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 Account, 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 utilize 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
- Utilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction
Application process
- 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: $112.9m
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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