Enterprise Customer Success Manager (SaaS)

Location: Canada; remote

Salary: CA$68K–CA$85K per year, plus 20% variable compensation.

Company

Certn provides background screening technology designed to simplify trust for employment, housing, and other opportunities.

What you will do

• Develop and execute customer success strategies covering satisfaction, onboarding, retention, and revenue growth.
• Support enterprise customers and complex integrations through strategic initiatives aligned with business objectives.
• Advocate for customer needs, monitor industry trends, and provide strategic recommendations.
• Analyze customer performance metrics, prepare reports, and identify continuous improvement opportunities.
• Identify churn risks and track cross-sell and upsell opportunities in partnership with Sales and Marketing.
• Guide junior team members and support a culture of learning, collaboration, and excellence.

Requirements

• Experience advocating for customers at an executive level within an organization.
• Track record of driving customer growth through successful cross-sell and upsell initiatives.
• Ability to collaborate across departments to drive overall business success.
• Experience working with SaaS products in the technology industry.

Nice to have

• College or university degree, or equivalent work experience.
• Strong data analytics skills for generating insights and improvements.
• Ability to provide strategic recommendations based on industry insights.
• Previous customer success or customer support experience or certifications.

Culture & Benefits

• Remote-first company with flexible remote arrangements.
• 32 days of paid time off per year and company-paid benefits starting on day one.
• Work-from-home allowance and professional development budget.
• High-performance, customer-focused culture emphasizing ownership, urgency, learning, feedback, inclusion, and collaboration.
• AI tools are used across the organization to support operations and recruitment.

Hiring process

• The selected candidate must complete a background check.
• AI tools support application organization and early matching, while rejection decisions are made by humans; candidates are encouraged to apply authentically.