At a Glance
- Tasks: Help customers succeed with our platform and drive their growth through engagement and support.
- Company: Join Certn, a fast-growing tech company revolutionising background checks.
- Benefits: Enjoy 20 days of leave, remote work options, and a professional development budget.
- Other info: Be part of a diverse, inclusive team that values collaboration and growth.
- Why this job: Make a real impact by helping people access jobs and opportunities faster.
- Qualifications: Customer-facing experience and strong relationship management skills are key.
The predicted salary is between 30000 - 40000 £ per year.
About Certn
At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50 recognition three years in a row, and we’re still only scratching the surface. Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust. 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
Reporting to the Senior Manager, Customer Success, the Customer Success Associate will serve as the primary point of contact for a portfolio of growth customers, helping them maximize the value of our platform through scalable engagement, proactive enablement, and strategic guidance. Working closely with cross-functional teams, you'll drive adoption, support customer initiatives, and identify opportunities to increase customer satisfaction and growth.
- Key Responsibilities
- Customer Onboarding
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. - Customer Contact and Issue Resolution
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. - Performance Metrics
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. - 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 Qualifications
- Education, such as a college or university degree, or equivalent hands-on experience demonstrating the required skills and capabilities.
- Experience in a customer-facing environment where you've built relationships, solved problems, and supported customer outcomes—with an interest in developing a career in Customer Success.
- 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.
- Experience working with SaaS products, background check solutions, or related technology platforms, along with customer success or support certifications, is considered an asset.
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 perspective 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.
What's in it for you?
20 days of annual leave to start, plus up to 3 additional Performance Days. Company-paid benefits. Remote-friendly and supportive flexible remote arrangements. Work-from-home allowance. Professional development budget. And a few more goodies!
Come As You Are
We’re committed to building a workplace that’s diverse, inclusive, and empowering for all. If you need accommodations to support any special needs at any stage of the recruitment process, just let us know - we’ve got you.
One Last Thing…
Just so you know, the selected candidate will be required to complete a background check. This means you will get to see first hand what we do, and trust us, we do it REALLY well!
How We Hire
We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.
This posting is for a current, open position within Certn. This opportunity is offered through HighlightTA, the on-demand talent team supporting Certn’s growth.
Connect with us and learn more: Certn on LinkedIn HighlightTA on LinkedIn
Customer Success Associate in Kent employer: HighlightTA
At Certn, we pride ourselves on being a remote-first company that fosters a high-performance culture while prioritising collaboration and support among team members. With generous benefits including 20 days of annual leave, a professional development budget, and a commitment to diversity and inclusion, we empower our employees to grow and thrive in their careers. Join us in shaping the future of trust and making a meaningful impact in the lives of millions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate in Kent
✨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 Associate in Kent
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.
