{"id":1120755,"url":"https://alion.io/job/highlightta-customer-success-manager","title":"Customer Success Manager","company":{"id":3339,"name":"HighlightTA","domain":"highlightta.com","url":"https://alion.io/company/highlightta","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":52880,"max":66100,"currency":"CAD","period":"year","gross":null,"usd_annual":47339},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-09-22T15:47:28Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-09T15:11:03Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":47},"description":"About Certn\nAt 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.\nOur 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.\nWe'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.\nIf 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.\nAbout the Role\nThe 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.\nKey Responsibilities\nStrategic Account Management\nDevelop and execute account plans to ensure customer success and identify growth opportunities.\n\nOwn customer onboarding, ramp, and full life cycle achievement including contract renewal.\n\nFind upsell, cross sell, and expansion opportunities and win additional business\n\nMaintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account, and Churn.\n\nCustomer Advocacy and Issue Resolution\nServe as the primary contact for escalated issues, collaborating internally to resolve challenges.\n\nCollaborate with stakeholders across all departments to solve complex customer issues.\n\nPerform Quarterly Business Reviews to proactively address challenges and advocate for new products and services for customers.\n\nPerformance Metrics\nConduct an average of 5-8 proactive meetings per week with your book of business\n\nDocument and utilize Hubspot to track customer interactions.\n\nMeasurably increase B2B revenue and margin as it relates to company objectives on a quarterly basis.\n\nCustomer Retention and Growth\nImplement strategies to reduce churn and enhance loyalty.\n\nUtilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction.\n\nKey Requirements\nProven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.\n\nShowcased effectiveness in strategic account management.\n\nAdept analytical and problem-solving skills.\n\nEffective communication and presentation abilities.\n\nExperience advocating for customers at an executive level within the organization.\n\nDemonstrated ability to collaborate effectively with various departments for overall business success.\n\nDemonstrated success in driving customer growth through expansion initiatives.\n\nWorking experience with SaaS products and the background check industry (preferred).\n\nCertifications in customer success or customer support (preferred).\n\nCollege or university degree or equivalent work experience.\n\nCandidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients.\n\nIf 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.\nOur Culture\nCertn 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.\nWe think like owners and execute with urgency.\n\nWe're customer-obsessed and always learning.\n\nWe give real feedback and hold each other to high standards.\n\nWhat's in it for you?\n32 days of paid time off per year\n\nCompany-paid benefits that start on day 1\n\nRemote-friendly and supportive flexible remote arrangements\n\nWork-from-home allowance\n\nProfessional development budget\n\nAnd a few more goodies!\n\nCome As You Are\nWe'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.\nOne Last Thing…\nJust 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!\nHow We Hire\nWe 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.\nThis posting is for a current, open position within Certn.\nThis opportunity is offered through HighlightTA, the on-demand talent team supporting Certn’s growth.\nConnect with us and learn more:\nCertn on LinkedIn\n HighlightTA on LinkedIn","description_format":"text","description_chars":5156,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Professional development"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-22T18:59:22Z"},{"event":"close","at":"2026-10-19T18:34:46Z"},{"event":"reopen","at":"2026-11-05T16:05:53Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.388,"p_room":0.55,"age_days":47,"expected_fill_days":35,"reasons":["conf:0","agency","win:tail"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":47339,"is_top_pay":false},"html_url":"https://alion.io/job/highlightta-customer-success-manager","json_url":"https://alion.io/job/highlightta-customer-success-manager.json","meta":{"generated_at":"2026-11-09T19:16:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4900,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3339},"rest":"https://alion.io/mcp/rest/get_company?id=3339"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhighlightta-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhighlightta-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhighlightta-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/highlightta-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhighlightta-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1120755}},{"tool":"search_jobs","arguments":{"company":"highlightta.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1120755},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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