Enterprise Customer Success Manager

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 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. HOW YOU WILL HAVE IMPACT: Strategic Customer Success Initiative - 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. Customer Advocacy and Industry Insights - 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. Performance Metrics and Reporting - 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. Customer Retention and Growth - 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. Mentorship to Junior Team Members - Help foster a culture of continuous learning, collaboration, and excellence within the team WHAT YOU WILL BRING: - 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. 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 alway…