Customer Success Associate

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.
The Role: Customer Success Manager

The Customer Success Associate plays a key role in driving customer success initiatives for customers who receive a scaled, one-to-many approach. Responsible for communication programs and enablement, this role is the primary point of contact for customers in a growth position — focused on customer enablement, identifying ongoing opportunities, and keeping customers engaged. A key part of this role involves collaborating with cross-functional teams on migration efforts while maximizing customer satisfaction and revenue growth.

This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm). Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones.

This is a live role and we are planning to fill it as soon as possible.

Customer Onboarding

• Take ownership of general customer onboarding, ramp, and full life cycle achievement including contract lifecycle.

• Identify customers with potential upsell, cross-sell, and expansion opportunities; work with the Customer Success team to manage these customers through playbooks for growth alignment.

• Maintain regular cadence in HubSpot related to topics such as Customer Stories, Opportunities, Onboarding progress, At Risk Accounts, and Churn.

Customer Contact and Issue Resolution

• Serve as the primary contact for customer inquiries and issues, collaborating internally to resolve challenges and identify improvements with customer experience — aligned to reducing support backlogs.

• Collaborate with stakeholders across all departments to solve customer queries, complaints, issues, and enhancement requests.

Performance Metrics

• Follow playbooks, maintain customer records in HubSpot, and track customer interactions.

• Become a center of excellence for our customer base to assist with migration efforts, and consolidate customer experience into actionable feedback for other departments.

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.

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.

• Strong relationship management and organizational skills.

• Adept analytical and problem-solving skills.

• Effective communication abilities with a customer-first mindset.

• Demonstrated ability to collaborate effectively with various departments for overall business success.

• Comfort working within structured playbooks and scaled customer success models.

• College or university degree or equivalent work experience.

• Working experience with SaaS products and the background check industry (preferred).

• Certifications in customer success or customer support (preferred).

• Candidates must be currently located in and legally authorized to work in Canada.

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.

We’re 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.

At Certn, we use AI tools to support our recruitment process, including helping us organize and review applications to identify early matches based on role criteria. These tools assess the information you provide, such as your skills, qualifications, and experience.

That said, all hiring decisions involve human judgment and oversight.
Your personal information will be collected and processed in accordance with our Privacy Policy, which explains what data we collect, how we use it, how long we will retain it, and your rights to access, correct, or request a human review of any automated decision.
Tip: Show us the real you. We encourage you to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. We want to get to know you and not your Generative AI tools!

• Time Off: 32 paid time off days per year

• Remote Life Perks: One-time $500 Work From Home Stipend

• Growth Fuel: $1,000 in Professional Development budget per year

• Ownership & Impact: Your work matters and you’ll see it touch millions

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)!