Enterprise Customer Success Manager (18 month contract)

Job Description

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.

About the Role

The Enterprise Customer Success Manager (18 month contract) plays a key role in driving the success and satisfaction of a diverse customer portfolio, including our top Enterprise customers and complex integrations. You'll execute strategic customer success initiatives and work closely with cross-functional teams to make sure those initiatives line up with our broader business goals.

Key Responsibilities

Strategic Customer Success Initiatives

• Develop and execute customer success strategies that improve satisfaction, onboarding, retention, and revenue growth

• Collaborate with cross-functional teams to align customer success initiatives with overall business objectives

Customer Advocacy and Industry Insights

• Act as a key advocate for customers within the organisation, making sure their needs are understood and addressed

• Stay on top of industry trends and use those insights to give customers strategic recommendations

Performance Metrics and Reporting

• Analyse customer performance metrics and prepare comprehensive reports for internal stakeholders

• Use data-driven insights to spot opportunities for continuous improvement and innovation

Customer Retention and Growth

• Give input into and implement strategies to improve customer retention

• Identify and address factors that may contribute to churn

• Identify and track cross-sell and upsell opportunities within the existing customer base

• Partner with Sales and Marketing to develop and implement customer expansion strategies

Mentorship

• Provide guidance and support to junior team members

• Help build a culture of continuous learning, collaboration, and excellence within the team

Key Qualifications

• Experience advocating for customers at an executive level within an organisation

• Track record of driving customer growth through successful cross-sell and upsell initiatives

• Proven ability to collaborate across departments to drive overall business success

• Experience working with SaaS products in the technology industry

Bonus

• College or university degree, or equivalent work experience

• Strong skills using data analytics to drive insights and improvements

• Proven ability to give strategic recommendations based on industry insights

• Previous experience or certifications in customer success or customer support

If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspectives that brings.

Our Culture

Certn is a remote-first company with a high-performance edge. We value hustle, hunger, and helping each other win - but we also have a strict no-jerk policy. Ambition here is about lifting people up, not stepping on toes.

• 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.

AI in Our Culture

We’re AI enthusiasts. From Ops to Legal, Product to People & Culture, we use AI to move faster, make smarter decisions, and build better experiences.

We believe in using AI intentionally - ethically, creatively, and always in service of delivering more for our customers and each other. Don’t worry if you’re not an expert; curiosity and a willingness to learn matter most.