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 a team of curious, collaborative builders who care about solving real problems for real people. If you want to grow, make an impact, and help shape products used by millions, this is your place. The Customer Success Manager (12-month fixed-term contract) 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. 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. Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account, and Churn. Perform Quarterly Business Reviews to proactively address challenges and advocate for new products and services for customers. Performance Metrics Utilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction. 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. Experience advocating for customers at an executive level within the organization. Working experience with SaaS products and the background check industry (preferred). Certifications in customer success or customer support (preferred). College or university degree or equivalent work experience. This role may require occasional travel to meet with clients. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspective that brings. 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. 32 days of paid time off per year ~ Remote-friendly and supportive flexible remote arrangements ~ Work-from-home allowance ~ Professional development budget ~ 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. We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. This opportunity is offered through HighlightTA, the on-demand talent team supporting Certn’s growth.
Customer Success Manager (Remote) in Surrey 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.
