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HighlightTA

Customer Success Manager

Remote, Canada

Pay: $52,880 to $66,100 USD / year
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Sep 22, 2026

Apply About employer

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Original job description

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

The Customer Success Manager 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.

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, cross sell, 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 problem-solving 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.
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.
Candidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients.

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?

32 days of paid time off 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!

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

Apply About employer

More about this job

Responsibilities

The Customer Success Manager is responsible for managing the full customer lifecycle, including onboarding, renewals, and identifying growth opportunities. They will also serve as the primary contact for escalated issues and conduct regular business reviews to ensure customer satisfaction and revenue growth.

Requirements

Candidates should have proven experience in customer success or account management, along with strong analytical and communication skills. A college or university degree is required, and experience with SaaS products or the background check industry is preferred.

Skills

Strategic account management
Customer success
Relationship management
Analytical skills
Problem-solving
Communication
Presentation skills
SaaS
Upselling
Cross-selling
Churn reduction
Business reviews
Hubspot
Customer advocacy
Account planning

Benefits

32 days of paid time off per year
Company-paid benefits
Remote-friendly arrangements
Work-from-home allowance
Professional development budget

Remote locations

Canada

Remote locations (standardized)

Canada

Visa sponsorship

Not detected in the job text

Keywords

Customer Success Manager
SaaS
Account Management
Hubspot
Background Check
Strategic Account Management
Customer Retention
Churn Reduction
Upselling
Cross-selling
Quarterly Business Reviews
Customer Advocacy
Revenue Growth
Remote-first
B2B

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