Customer Success Associate

ABOUT CERTN

At 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. We’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.

ABOUT THE ROLE

Reporting to the Senior Manager, Customer Success, the Customer Success Associate will serve as the primary point of contact for a portfolio of growth customers, helping them maximize the value of our platform through scalable engagement, proactive enablement, and strategic guidance. Working closely with cross-functional teams, you'll drive adoption, support customer initiatives, and identify opportunities to increase customer satisfaction and growth.

KEY 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.

KEY QUALIFICATIONS

• Education, such as a college or university degree, or equivalent hands-on experience demonstrating the required skills and capabilities.

• 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.

OUR CULTURE

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.

WHAT'S IN IT FOR YOU?

• 20 days of annual leave to start, plus up to 3 additional Performance Days

• Company-paid benefits

• 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!

HOW WE HIRE

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.

Connect with us and learn more: Certn on LinkedIn https://www.linkedin.com/company/certn/posts/?feedView=allHighlightTA on LinkedIn https://www.linkedin.com/company/highlightta/