Customer Success Manager
- Toronto, Canada
- Remote
- Negotiable
Full-Time
Deadline: 16 Jan, 2026
- Posted: 3 weeks ago
- Vacancy: 2
Company Snapshot
Certn is a global tech company revolutionizing background screening with AI-powered solutions. Recognized as one of Canada’s Companies-to-Watch, Certn focuses on speed, innovation, and impact.
Role Overview
Lead strategic account management, enhance customer satisfaction, reduce churn, and identify opportunities for upsell, cross-sell, and expansion. Serve as the main point of contact for escalated issues and collaborate cross-functionally to deliver measurable business outcomes.
Core Responsibilities
Develop and execute account plans to achieve customer success and identify growth opportunities.
Own full customer lifecycle: onboarding, ramp, renewal, and expansion.
Conduct 5-8 proactive meetings per week with key accounts.
Perform Quarterly Business Reviews and track account progress in HubSpot.
Serve as primary contact for escalated issues and collaborate internally to resolve challenges.
Implement strategies to reduce churn and increase customer loyalty.
Utilize customer data to track potential churn and create success plans.
Qualifications
Proven success in customer success, account management, or related roles.
Experience with strategic account management and driving revenue growth.
Strong analytical, problem-solving, and presentation skills.
Effective communicator and able to collaborate across departments.
Experienced in advocating for customers at an executive level.
Culture & Perks
Flexible hybrid/remote work with global collaboration.
Generous paid time off and comprehensive health benefits.
Innovation-focused, async-friendly, collaborative environment.
Opportunity to work with experienced leaders in multiple regions.
How To Apply:
Submit your resume and a short introduction to the Vice President: melissa.marcelissen@certn.co