Customer Success Manager

Certivo; Seattle (WA); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Equity

Job summary

Certivo, a Seattle-based AI-powered supply chain compliance platform, is hiring a Customer Success Manager to own post-sale relationships from onboarding to renewal. You will guide onboarding, drive adoption across regulatory frameworks, and expand usage while coordinating with engineering, product, and sales.

You will partner with compliance leaders, supply chain directors, quality teams, and procurement to deliver measurable value, reduce risk, and accelerate time-to-value in a fast-moving,

Qualifications

• 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 across compliance, supply chain, and quality teams.
• A proactive, strategic mindset that spots expansion opportunities and addresses risks before churn signals.
• Ability to learn technical and regulatory subject matter quickly (REACH, CBAM, EU CRA, ASTM, CMMC).
• Strong written and verbal communication; able to present adoption reports to senior stakeholders.

Responsibilities

• Own customer onboarding and implementation from signed contract through go-live.
• Drive adoption and expansion into additional frameworks and categories.
• Build deep relationships with customer stakeholders across levels and functions.
• Monitor health: track adoption metrics, response rates, and framework coverage.
• Manage renewals and drive Net Revenue Retention through category expansion.
• Coordinate with engineering, product, and sales to feed insights and enable scale.
• Define playbooks, health scoring, and onboarding workflows for growth.

Skills

Customer success

Account management

Implementation

B2B SaaS

Manufacturing domain knowledge

Job description

Location: Seattle, WA (Hybrid) or Remote Reports to: CEO Employment: Full-Time

About Certivo

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.

The Role

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.

What You'll Do

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.

What We're Looking For

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 to you with problems.

The ability to learn technical and regulatory subject matter quickly. You'll need to understand frameworks like REACH, CBAM, EU CRA, ASTM, and CMMC well enough to have informed conversations with compliance professionals about how Certivo maps to their requirements.

Strong communication skills—written and verbal. You'll be running QBRs, writing executive summaries, and presenting adoption reports to senior stakeholders.

Comfort with data. You'll track adoption metrics, supplier response rates, and platform usage to identify trends, risks, and opportunities across your book of business.

Self-directed and comfortable operating in a fast-moving environment where you'll be building processes from the ground up.

Bonus Points

Background in regulatory compliance, quality management, supply chain operations, or EHS—either as a practitioner or in a customer-facing role serving those functions.

Experience with compliance or supply chain software platforms (e.g., Assent, Sphera, SAP, Intelex, or similar).

Familiarity with supplier management workflows: evidence collection, document validation, audit preparation.

Experience driving NRR through land-and-expand motions in a multi-product or multi-category platform.

Why Certivo

Your customers have real urgency. Regulatory deadlines drive engagement. Customers aren't evaluating Certivo as a discretionary tool—they need to prove compliance to ship products and access markets. That makes your job more strategic and less about chasing adoption.

Multi-category expansion is built into the platform. Every customer who starts with materials compliance is a candidate for sustainability, cybersecurity, trade, and quality. Your accounts naturally grow over time.

You'll shape the function. As one of the first dedicated customer success hires, you'll define how Certivo onboards, retains, and expands customers. The playbooks you build will scale with the company.

Equity and upside. Competitive compensation with meaningful equity in a company experiencing rapid growth.

Certivo is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all team members.