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For Companies 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.
- Why this job: Make a real impact while collaborating globally with innovative leaders.
- Qualifications: Experience in customer success or account management with strong communication skills.
- Other info: Flexible hybrid/remote role with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Customer Success Manager role at HighlightTA. HighlightTA is the onâdemand talent team for Certn.
Who We Are
At Certn, we're revolutionizing background screening with The World's Easiest Background Check â 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 We're not about outdated processes and red tape.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 longâterm relationships, this role involves conducting business reviews, addressing escalated issues, and collaborating with crossâfunctional 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, Crossâsell, 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 problemâsolving 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 addâons.
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, asyncâfriendly, and innovationâfocused.
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 in London employer: HighlightTA
Contact Detail:
HighlightTA Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Success Manager in London
â¨Tip Number 1
Network like a pro! Reach out to current or former employees at Certn on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
â¨Tip Number 2
Prepare for the interview by researching Certn's culture and values. Think about how your experience aligns with their focus on innovation and customer success. We want to see that youâre not just a fit for the role, but for the team too!
â¨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to share specific examples of how you've tackled challenges in previous roles. This will demonstrate your ability to handle escalated issues and drive customer satisfaction.
â¨Tip Number 4
Donât forget to follow up after your interview! A quick thank-you email reiterating your excitement for the role can leave a lasting impression. Plus, it shows that youâre proactive, which is key in customer success.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in account management and customer engagement, showing us how you can drive success for our clients.
Showcase Your Achievements: Donât just list your responsibilities; we want to see your impact! Use specific examples of how you've increased customer satisfaction or driven revenue growth in previous roles. Numbers speak volumes!
Be Authentic: Let your personality shine through in your application. Weâre all about innovation and creativity, so donât be afraid to show us what makes you unique and how you can contribute to our collaborative culture.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows us youâre keen on joining our team!
How to prepare for a job interview at HighlightTA
â¨Know Your Customer Success Metrics
Before the interview, brush up on key performance indicators relevant to customer success. Be ready to discuss how you've used metrics to drive customer satisfaction and revenue growth in your previous roles.
â¨Showcase Your Problem-Solving Skills
Prepare examples of complex customer issues you've resolved in the past. Highlight your analytical skills and how you collaborated with different teams to find solutions that benefited both the customer and the company.
â¨Demonstrate Your Communication Style
Since effective communication is crucial for a Customer Success Manager, practice articulating your thoughts clearly. Consider role-playing common scenarios where you need to advocate for customers or present business reviews.
â¨Research HighlightTA and Certn
Familiarise yourself with HighlightTA and Certn's mission, values, and recent developments. This will not only help you tailor your responses but also show your genuine interest in the company and its innovative approach to background screening.
