Customer Success Manager

Certifid - Grand Rapids, MI

Full-time - Mid Level

Grand Rapids, MI

Merchant Wholesalers, Durable Goods

About the position

CertifID is seeking a Customer Success Manager who will serve as the primary point of contact and advocate for a portfolio of Mid-Market and SMB customers. This role focuses on the implementation of new customers and the ongoing engagement and nurturing of existing customers to enhance their success with CertifID's secure platform. The Customer Success Manager will leverage their expertise in the company's products and services to drive customer satisfaction and retention, ensuring that every transaction is conducted with confidence and peace of mind.

Responsibilities

• Manage a book of business that will range in size to manage initial onboarding and ongoing success
• Develop and maintain strong relationships with key stakeholders within your accounts
• Partner with the sales team to manage a smooth transition from sales to implementation through expansion and renewal
• Deliver employee training on CertifID's technology and its application within their business
• Create and execute success plans to maximize customer adoption through regular touchpoints
• Drive customer engagement and usage of CertifID's products by utilizing tailored strategies aligned to customer goals
• Conduct regular virtual and in-person check-ins, business reviews, and customer training sessions
• Establish yourself as a trusted advisor by serving as a subject matter expert on CertifID's products, industry trends, and best practices
• Identify and cultivate customer references, referrals, and case studies
• Proactively identify and address potential risks to customer satisfaction and retention, developing strategies to mitigate these risks
• Act as the customer advocate and liaison between customers and CertifID's Product Team to translate business requirements into enhancements.

Requirements

• 5+ years of experience in customer success or relationship management (preferred)
• Familiarity with customer success platforms and tools (e.g., Salesforce, Gainsight)
• Self-starter attitude with a proactive approach to problem-solving and decision-making
• A growth mindset, willingness to take risks, and champion new initiatives
• Strong social and interpersonal skills
• Excellent organizational skills with the ability to manage time and resources effectively
• Exceptional communication skills, both verbal and written
• Passion for technology and innovation, with a desire to make a meaningful impact on customer success
• Strong problem-solving skills, quick thinking.

Benefits

• 20 days PTO + 5 Paid Sick Leave + No work on your birthday + 12 Company Paid Holidays
• Volunteer Hours
• Equity
• Wellness Benefit
• Generous family leave policy
• Health, Dental and Vision Insurance
• 401k with matching
• Life Insurance