Enterprise Customer Success Manager

📋 Description

• • At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50 recognition three years in a row, and we’re still only scratching the surface.
• • Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust. We’re not a traditional background screening company.
• • We’re a team of curious, collaborative builders who care about solving real problems for real people. We challenge each other, move fast, and have fun doing it.
• • If you want to grow, make an impact, and help shape products used by millions, this is your place. Let’s build what’s next, together.
• • Reporting directly to Senior Manager, Customer Success, the Enterprise, Customer Success Manager plays a strategic role in driving long-term customer success across a portfolio of enterprise clients. As a trusted advisor, you'll partner with customers to maximize value, drive adoption, and identify opportunities for growth, while collaborating cross-functionally to deliver an exceptional customer experience. This role owns the commercial relationship after onboarding, balancing customer advocacy with revenue growth through renewals, expansions, and strategic account planning.
• • Develop and execute customer success strategies to enhance satisfaction, onboarding, retention, and revenue growth.
• • Collaborate with cross-functional teams to align customer success initiatives with overall business objectives.
• • Act as a key advocate for customers within the organisation, ensuring their needs are understood and addressed.
• • Stay informed about industry trends and leverage insights to provide strategic recommendations to customers.
• • Monitor customer health and performance metrics to identify opportunities, risks, and areas for optimization.
• • Deliver quarterly business reviews and provide actionable insights to both customers and internal stakeholders.
• • Utilise data-driven insights to identify opportunities for continuous improvement and innovation.
• • Give input into and implement strategies to improve customer retention rates.
• • Identify and address factors that may contribute to customer churn.
• • Own the full commercial lifecycle post-onboarding, including renewals, upsells, and cross-sells, and identify and track expansion opportunities within the existing customer base.
• • Collaborate with sales and marketing teams to develop and implement strategies for customer expansion.
• • Help foster a culture of continuous learning, collaboration, and excellence within the team
• • Experience in a customer success or account management role, including demonstrated experience advocating for customers at an executive level within the organisation.
• • Track record of driving customer growth through successful cross-selling and upselling initiatives.
• • Demonstrated ability to collaborate effectively with various departments for overall business success.
• • Working experience with SaaS products and the technology industry
• • Proficiency in utilising data analytics to drive insights and improvements.
• • Proven ability to provide strategic recommendations based on industry insights.
• • We think like owners and execute with urgency.
• • We’re customer-obsessed and always learning.
• • We give real feedback and hold each other to high standards.
• • We believe in using AI intentionally - ethically, creatively, and always in service of delivering more for our customers and each other.
• • 32 days of paid time off per year, plus up to an additional 3 Performance Days per year
• • Company-paid benefits that start on day 1
• • Remote-friendly and supportive flexible remote arrangements
• • Work-from-home allowance
• • Professional development budget
• • And a few more goodies!
• • We’re committed to building a workplace that’s diverse, inclusive, and empowering for all. If you need accommodations to support any special needs at any stage of the recruitment process, just let us know - we’ve got you.
• • Just so you know, the selected candidate will be required to complete a background check. This means you will get to see first hand what we do, and trust us, we do it REALLY well!
• • We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
• • This posting is for a current, open position within Certn.
• • This opportunity is offered through HighlightTA, the on-demand talent team supporting Certn’s growth.
• • Connect with us and learn more:
• • Certn on LinkedIn https://www.linkedin.com/company/certn/posts/?feedView=all
• • HighlightTA on LinkedIn https://www.linkedin.com/company/highlightta/