Customer Success Manager

Location:

Seattle, WA (Hybrid) or Remote

Reports to:

CEO Employment:
Full-Time

Certivo is the AI-powered supply chain compliance platform that collects evidence from suppliers, validates it using intelligent document processing, and generates audit-ready proof for customers. We cover 100+ regulatory frameworks—from REACH and RoHS to CBAM, PFAS, EU CRA, and CMMC—achieving 95% supplier response rates and 99.2% document extraction accuracy. Our customers are manufacturers across industrial, high-tech, medical device, and defense sectors navigating an increasingly complex global regulatory landscape.

As Customer Success Manager at Certivo, you'll own the post-sale relationship with our customers—from onboarding and implementation through ongoing adoption, expansion, and renewal. Our customers are manufacturers running complex compliance programs across multiple regulatory frameworks, supplier bases, and product lines. Your job is to make sure they get measurable value from the platform, expand their usage across new compliance categories, and become long-term advocates for Certivo.

This is not a reactive support role. You'll be a strategic partner to compliance leaders, supply chain directors, and quality teams—understanding their regulatory landscape, proactively identifying risks and opportunities, and ensuring Certivo becomes the system of record for their compliance operations.

Own customer onboarding and implementation. Guide new customers from signed contract through go-live, including framework configuration, supplier onboarding, BOM setup, and initial evidence collection campaigns. Ensure time-to-value is measured in weeks, not months.

Drive adoption and expansion. Most customers start with one or two compliance categories. You'll identify opportunities to expand into additional frameworks—materials compliance, sustainability, cybersecurity, trade, quality, material specifications—based on the customer's evolving regulatory obligations.

Build deep relationships with customer stakeholders. You'll work with compliance managers, VP-level supply chain leaders, quality engineers, and procurement teams. You need to understand their priorities, speak their language, and be a trusted advisor on how Certivo fits into their compliance workflow.

Monitor customer health proactively. Track adoption metrics, supplier response rates, framework coverage, and evidence collection progress. Identify at-risk accounts before problems surface and intervene with a plan.

Manage renewals and Net Revenue Retention. Own the renewal process and drive NRR through category expansion, additional product lines, and increased supplier coverage within existing accounts.

Coordinate across internal teams. Work with engineering on customer-specific configurations and feature requests. Feed product insights back to the product team. Collaborate with sales on expansion opportunities and with compliance engineering on framework setup.

Build scalable processes. As the customer base grows, you'll help define the playbooks, health scoring models, and onboarding workflows that allow customer success to scale beyond individual relationships.

3–5 years of experience in customer success, account management, or implementation roles within B2B SaaS—ideally serving manufacturing, supply chain, compliance, or industrial customers.

Experience managing complex, multi-stakeholder customer relationships. Your customers have compliance teams, supply chain teams, quality teams, and IT teams—you need to navigate all of them.

A proactive, strategic mindset. You anticipate customer needs, spot expansion opportunities, and address risks before they become churn signals. You don't wait for customers to come…