{"id":3699971,"url":"https://alion.io/job/highlightta-enterprise-customer-success-manager","title":"Enterprise 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":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":68000,"max":85000,"currency":"CAD","period":"year","gross":null,"usd_annual":60738},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-11-03T14:53:33Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T06:22:53Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"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. Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust.\nWe’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.\nAbout the Role\nThe Enterprise Customer Success Manager plays a key role in driving the success and satisfaction of a diverse customer portfolio, including our top Enterprise customers and complex integrations. You'll execute strategic customer success initiatives and work closely with cross-functional teams to make sure those initiatives line up with our broader business goals.\nKey Responsibilities\nStrategic Customer Success Initiatives\nDevelop and execute customer success strategies that improve satisfaction, onboarding, retention, and revenue growth\n\nCollaborate with cross-functional teams to align customer success initiatives with overall business objectives\n\nCustomer Advocacy and Industry Insights\nAct as a key advocate for customers within the organisation, making sure their needs are understood and addressed\n\nStay on top of industry trends and use those insights to give customers strategic recommendations\n\nPerformance Metrics and Reporting\nAnalyse customer performance metrics and prepare comprehensive reports for internal stakeholders\n\nUse data-driven insights to spot opportunities for continuous improvement and innovation\n\nCustomer Retention and Growth\nGive input into and implement strategies to improve customer retention\n\nIdentify and address factors that may contribute to churn\n\nIdentify and track cross-sell and upsell opportunities within the existing customer base\n\nPartner with Sales and Marketing to develop and implement customer expansion strategies\n\nMentorship\nProvide guidance and support to junior team members\n\nHelp build a culture of continuous learning, collaboration, and excellence within the team\n\nKey Qualifications\nExperience advocating for customers at an executive level within an organisation\n\nTrack record of driving customer growth through successful cross-sell and upsell initiatives\n\nProven ability to collaborate across departments to drive overall business success\n\nExperience working with SaaS products in the technology industry\n\nBonus\nCollege or university degree, or equivalent work experience\n\nStrong skills using data analytics to drive insights and improvements\n\nProven ability to give strategic recommendations based on industry insights\n\nPrevious experience or certifications in customer success or customer support\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 perspectives 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\nAI in Our Culture\nWe’re AI enthusiasts. From Ops to Legal, Product to People & Culture, we use AI to move faster, make smarter decisions, and build better experiences.\nWe 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.\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\nHighlightTA on LinkedIn","description_format":"text","description_chars":5263,"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":["Continuous learning","Professional development"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-03T19:12:10Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":2,"expected_fill_days":34,"reasons":["conf:4","agency","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":60738,"is_top_pay":false},"html_url":"https://alion.io/job/highlightta-enterprise-customer-success-manager","json_url":"https://alion.io/job/highlightta-enterprise-customer-success-manager.json","meta":{"generated_at":"2026-11-06T09:32:56Z","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":17284,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-enterprise-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-enterprise-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-enterprise-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-enterprise-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhighlightta-enterprise-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3699971}},{"tool":"search_jobs","arguments":{"company":"highlightta.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3699971},"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. Docs: https://alion.io/developers"}}