Client Success Manager
A Little Bit About Us:
Certn is a growing global technology company that’s revolutionizing background screening and reinventing the way businesses build trust. We’re proud to be backed by over $114M in funding and have been named Deloitte Canada’s second-fastest-growing company on the Technology Fast 50™..
Who are Certonians?
We are football players, DIY creators, spicy-food lovers, karaoke lovers, wine connoisseurs, and so much more! We are a team of 300+ people currently living the dream at Certn across the globe and we are looking for more team members to level us up. If you are excited about working with a group that values accountability, working synergistically with one another, being inclusive of different perspectives, approaching all solutions & problems with compassion and empathy - we want to hear from you!
The Opportunity:
We are looking for a Client Success Manager reporting directly to our Director, Client Success. In this role, you will play a crucial role on Certn’s Customer Success team, a key role in driving strategic client 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 client satisfaction and revenue growth.
Success in the role requires someone who is proactive, personable, understanding, and organized, and who can build genuine relationships with our clients that promote retention and loyalty.
How you will have impact:
Here’s what our Director of Client Success has to say:
“Being on a CSM team puts you at the heart of driving customer achievements — every day is an opportunity to solve challenges, build relationships, and celebrate wins that truly make a difference.” - Michelle Garrigo, Director, Client Success
As our Client Success Manager, you can expect to:
- Develop and implement strategic account plans for assigned clients to drive long-term success.
- Identify upsell and cross-sell opportunities through an understanding of client needs.
- Serve as the primary point of contact for escalated client issues, ensuring timely and effective resolution.
- Advocate for client needs within the organization and collaborate with internal teams to address challenges.
- Analyze client data and industry trends to provide strategic recommendations for client success.
- Prepare and present regular business reviews to clients, highlighting performance and growth opportunities.
- Give input into and implement strategies to improve customer retention rates.
- Identify and address factors that may contribute to client churn.
- Identify and track cross-selling and upselling opportunities within the existing client base.
We are hoping you will bring:
- Proven success and showcased effectiveness in client success, account management, or a related field, demonstrating a track record of successful client engagement.
- Passion for customer success, you care about your customers and view their success as your own.
- Proven track record in managing 50+ client accounts simultaneously and building customer relationships with both business and technical stakeholders.
- Adaptability in a fast-paced environment and the ability to juggle and complete multiple priorities and projects (internally and externally).
- Adept analytical and problem-solving skills.
- Experience advocating for clients at an executive level within the organization.
- Demonstrated ability to collaborate effectively with various departments for overall business success.
- Demonstrated success in driving client growth through expansion initiatives.
- Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner.
The following will be considered an asset:
- College or university degree or equivalent work experience.
- Certifications in client success or customer support.
Why choose Certn for your next career move?
At Certn, our mission is clear: we're committed to creating an exceptional workplace that meets your needs and career aspirations. To achieve this, we're continually seeking your input, exploring industry best practices, and introducing innovative initiatives and improvements in our work environment. Our aim is for each of us to finish every day with a sense of pride in being part of the Certn story!
Some of the benefits you can expect at Certn are...
- Starting with 4 weeks of paid vacation
- Sick days
- Pension
- Remote-friendly and supportive flexible remote arrangements
- Work-from-home allowance
- Professional development budget
- And a few more goodies!
Certn takes immense pride in being an advocate for equal opportunities in the workplace. Our unwavering commitment lies in forging a workplace that embodies respect, inclusivity, and freedom from barriers – a place where every member of our team can unleash their full potential. We firmly believe that the strength of our organization is rooted in diversity, and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that you'll consider Certn as your preferred employer, where you can thrive and contribute to our collective success.
If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.
Just so you know… The selected candidate will be required to complete background check. This means you will get to see first hand what we do (and trust us, we do it REALLY well)!