highlightta - Customer Success Associate
Requirements
• Experience in a customer-facing environment where you've built relationships, solved problems, and supported customer outcomes—with an interest in developing a career in Customer Success. • 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. • Experience working with SaaS products, background check solutions, or related technology platforms, along with customer success or support certifications, is considered an asset. • 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 perspective that brings. • Certn 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. • 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.
Responsibilities
• 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.
Benefits
• 20 days of annual leave to start, plus up to 3 additional Performance Days • Remote-friendly and supportive flexible remote arrangements • Work-from-home allowance • Professional development budget • And a few more goodies! • COME AS YOU ARE • 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. • ONE LAST THING… • 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! • We 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. • This posting is for a current, open position within Certn. • This opportunity is offered through HighlightTA, the on-demand talent team supporting Certn’s growth. • Certn on LinkedIn • https://www.linkedin.com/company/certn/posts/?feedView=allHighlightTA on LinkedIn https://www.linkedin.com/company/highlightta/
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