Customer Success Associate
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Job Description
Customer Success Associate driving customer success initiatives and managing onboarding for clients at Certn. Collaborating cross-functionally to enhance customer satisfaction and reduce churn.
Responsibilities:
- 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.
- 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.
- 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.
- 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.
Requirements:
- 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.
Benefits:
- 32 paid time off days per year
- One-time $500 Work From Home Stipend
- $1,000 in Professional Development budget per year
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