Full-Time Client Success Manager

The Opportunity: 

We are looking for a Client Success Manager reporting directly to our Director, Client Success. In this role, you will play a crucial role on Certn’s Customer Success team, a key role in driving strategic client 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 client satisfaction and revenue growth.

Success in the role requires someone who is proactive, personable, understanding, and organized, and who can build genuine relationships with our clients that promote retention and loyalty. 

How you will have impact:

Here’s what our Director of Client Success has to say: 

“Being on a CSM team puts you at the heart of driving customer achievements — every day is an opportunity to solve challenges, build relationships, and celebrate wins that truly make a difference.” - Michelle Garrigo, Director, Client Success

As our Client Success Manager, you can expect to:

• Develop and implement strategic account plans for assigned clients to drive long-term success.
• Identify upsell and cross-sell opportunities through an understanding of client needs.
• Serve as the primary point of contact for escalated client issues, ensuring timely and effective resolution.
• Advocate for client needs within the organization and collaborate with internal teams to address challenges.
• Analyze client data and industry trends to provide strategic recommendations for client success.
• Prepare and present regular business reviews to clients, highlighting performance and growth opportunities.
• Give input into and implement strategies to improve customer retention rates.
• Identify and address factors that may contribute to client churn.
• Identify and track cross-selling and upselling opportunities within the existing client base.

We are hoping you will bring:

• Proven success and showcased effectiveness in client success, account management, or a related field, demonstrating a track record of successful client engagement.
• Passion for customer success, you care about your customers and view their success as your own.
• Proven track record in managing 50+ client accounts simultaneously and building customer relationships with both business and technical stakeholders.
• Adaptability in a fast-paced environment and the ability to juggle and complete multiple priorities and projects (internally and externally).
• Adept analytical and problem-solving skills.
• Experience advocating for clients at an executive level within the organization.
• Demonstrated ability to collaborate effectively with various departments for overall business success.
• Demonstrated success in driving client growth through expansion initiatives.
• Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner.