Highlightta
Enterprise Customer Success Manager
6d ago
68000 –85000 USD / yearWorldwideRemote
Manage and drive long-term success for enterprise customers, maximizing value and revenue growth.
Responsibilities
- Reporting directly to Senior Manager, Customer Success, the Enterprise, Customer Success Manager plays a strategic role in driving long-term customer success across a portfolio of enterprise clients. As a trusted advisor, you'll partner with customers to maximize value, drive adoption, and identify opportunities for growth, while collaborating cross-functionally to deliver an exceptional customer experience. This role owns the commercial relationship after onboarding, balancing customer advocacy with revenue growth through renewals, expansions, and strategic account planning.
Other
- 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.
- Develop and execute customer success strategies to enhance satisfaction, onboarding, retention, and revenue growth.
- Collaborate with cross-functional teams to align customer success initiatives with overall business objectives.
- Act as a key advocate for customers within the organisation, ensuring their needs are understood and addressed.
- Stay informed about industry trends and leverage insights to provide strategic recommendations to customers.
- Monitor customer health and performance metrics to identify opportunities, risks, and areas for optimization.
- Deliver quarterly business reviews and provide actionable insights to both customers and internal stakeholders.
- Utilise data-driven insights to identify opportunities for continuous improvement and innovation.
- Give input into and implement strategies to improve customer retention rates.
- Identify and address factors that may contribute to customer churn.
- Own the full commercial lifecycle post-onboarding, including renewals, upsells, and cross-sells, and identify and track expansion opportunities within the existing customer base.
- Collaborate with sales and marketing teams to develop and implement strategies for customer expansion.
- Help foster a culture of continuous learning, collaboration, and excellence within the team
- Experience in a customer success or account management role, including demonstrated experience advocating for customers at an executive level within the organisation.
- Track record of driving customer growth through successful cross-selling and upselling initiatives.
- Demonstrated ability to collaborate effectively with various departments for overall business success.
- Working experience with SaaS products and the technology industry
- Proficiency in utilising data analytics to drive insights and improvements.
- Proven ability to provide strategic recommendations based on industry insights.
- 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.
- 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.
- 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.
- 32 days of paid time off per year, plus up to an additional 3 Performance Days per year
- Company-paid benefits that start on day 1
- Remote-friendly and supportive flexible remote arrangements
- Work-from-home allowance
- Professional development budget
- And a few more goodies!
- 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.
- 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!
- 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