Certn is seeking a Customer Success Manager to play a key role in driving strategic customer success initiatives. You will be responsible for fostering long-term relationships, conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximize customer satisfaction and revenue growth.
What You'll Do
- Develop and execute account plans to ensure client 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 Accounts, and Churn.
- 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.
- Conduct an average of 5-8 proactive meetings per week with your book of business.
- Document and utilise Hubspot to track customer interactions.
- Measurably increase B2B revenue and margin as it relates to company objectives on a quarterly basis.
- Implement strategies to reduce churn and enhance loyalty.
- Utilise data to analyse and track potential churn targets and create a mutual plan of success.
What We're Looking For
- Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.
- Showcased effectiveness in strategic mid-market account management.
- Independently managed contract renewals and upsell opportunities, driving revenue and margin growth.
- Demonstrated success in effectively managing a high volume of client accounts simultaneously and cultivating strong relationships with both customers and company stakeholders.
- Strong analytical thinking and problem-solving abilities.
- Effective communicator with a high standard of presentation delivery.
- Demonstrated ability to collaborate effectively with various departments for overall business success.
- Experience advocating for customers at an executive level within the organisation.
- Demonstrated success in driving customer growth through expansion initiatives.
- Adaptability in a fast-paced environment and the ability to juggle and complete multiple priorities and projects.
Nice to Have
- Familiarity with HubSpot or other CRM platforms, as well as tools like Google Workspace, Slack, Zendesk, Looker is a plus.
Technical Stack
- HubSpot
- Google Workspace
- Slack
- Zendesk
- Looker
Team & Environment
You'll join a global team of 300+ people at a company that values ownership, collaboration, continuous improvement, accountability, and working synergistically.
Benefits & Compensation
- 4 weeks of annual leave to start + additional health & wellness time off.
- Remote-friendly setup, work-from-home stipend, and a flex allowance.
- Complete benefits package for yourself and your dependents, plus a pension contribution.
- Professional development budget to level up your skills, attend industry conferences, pursue certifications, or take advanced courses.
Work Mode
This role operates in a hybrid work mode.
Certn takes pride in being an advocate for equal opportunities in the workplace. Their commitment is reflected in how they’re creating a workplace that’s respectful, inclusive, and free from barriers—a place where each member of our team can achieve their full potential.
