Customer Success Operations Specialist enabling customer - facing teams at Cardata, which automates vehicle reimbursement programs. Creating training, communications and resources that drive product adoption.
About the role
- Customer Success Manager managing strategic accounts, renewals, and expansion for Certn’s background-check platform. Driving retention, customer advocacy, and B2B revenue growth remotely across Canada.
Responsibilities
- Develop and execute account plans to ensure customer success and identify growth opportunities
- Own customer onboarding, ramp, full life-cycle achievement, and contract renewal
- Find upsell, cross-sell, and expansion opportunities and win additional business
- Maintain weekly updates covering Customer Stories, Opportunities, Onboarding progress, At Risk Accounts, and Churn
- Serve as the primary contact for escalated issues and collaborate 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
- Conduct an average of 5–8 proactive meetings per week with the book of business
- Document and utilize HubSpot to track customer interactions
- Increase B2B revenue and margin in line with quarterly company objectives
- Implement strategies to reduce churn and enhance loyalty
- Analyze and track potential churn targets and create mutual success plans to maintain customer satisfaction
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
- Must be currently located in and legally authorized to work in Canada
- Willingness to travel occasionally to meet with clients
- Experience managing Mid-Market customer accounts, including ownership of renewals, upsells, and cross-sells
- Experience working for a SaaS B2B-based company
Benefits
- 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
- Commission
- 20% variable compensation
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