At a Glance
- Tasks: Drive customer success initiatives and foster long-term relationships with clients.
- Company: Join Certn, a tech-driven company revolutionising background screening.
- Benefits: Enjoy competitive salary, health benefits, and generous paid time off.
- Other info: Flexible hybrid/remote work culture focused on collaboration and innovation.
- Why this job: Make a real impact while collaborating globally with innovative leaders.
- Qualifications: Proven success in customer success or account management roles.
The predicted salary is between 40500 - 49500 £ per year.
Join to apply for the Customer Success Manager role at HighlightTA. HighlightTA is the on-demand talent team for Certn.
Who We Are
At Certn, we’re revolutionizing background screening with The World’s Easiest Background Check — fast, global, and powered by tech. We’re not about outdated processes and red tape. We’re about innovation, speed, and impact. If you’re looking for a place where ownership, collaboration, and creativity thrive, this is it.
The Opportunity
The Customer Success Manager role plays a key role in driving strategic customer 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 customer satisfaction and revenue growth.
Key Responsibilities
- Strategic Account Management: 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.
- Customer Advocacy and Issue Resolution: 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.
- Performance Metrics: 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.
- Customer Retention and Growth: 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.
Key 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.
- Collaborate with Customer Success, Customer Support, Sales, Marketing, and Product teams.
- Regularly communicate with customers to understand their needs, address concerns and suggest add-ons.
Why You Should Be Excited
- Flexibility: Hybrid/remote role with teammates across North America and the UK.
- Global Collaboration: Partner with experienced leaders in multiple regions.
- Compensation: Competitive salary, comprehensive health benefits, generous paid time off.
- Culture: Collaborative, async-friendly, and innovation-focused.
Certn is committed to equal opportunity, inclusion, and diversity. If you have a disability that requires accommodation at any stage of the recruitment process, please let us know how we can best assist you. Ready to build your career and make an impact? Apply now and start your journey with Certn.
Customer Success Manager employer: HighlightTA
At Certn, we pride ourselves on being an innovative employer that champions ownership, collaboration, and creativity. As a Customer Success Manager, you'll thrive in a hybrid work environment that promotes global teamwork and offers competitive compensation alongside comprehensive health benefits. Our culture is focused on inclusivity and professional growth, making Certn an exceptional place to build a meaningful career while driving impactful customer success initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HighlightTA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HighlightTA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HighlightTA:Your cover letter is your chance to shine! Tell us why you want to work at HighlightTA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HighlightTA!
How to prepare for a job interview at HighlightTA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
