Customer Success Manager
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Job Description
Customer Success Manager role at Certn focusing on customer success, driving account management and internal collaboration. Engaging proactively with clients to enhance satisfaction and revenue growth.
Responsibilities:
- 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.
Requirements:
- 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.
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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