Director - Client Success
USA
Growth – Customer Success /
Remote
About Certify:
At CertifyOS, we're building the infrastructure that powers the next generation of provider data products, making healthcare more efficient, accessible, and innovative. Our platform is the ultimate source of truth for provider data, offering unparalleled ease and trust while making data easily accessible and actionable for the entire healthcare ecosystem.
What sets us apart? Our cutting-edge, API-first, UI-agnostic, end-to-end provider network management platform automates licensing, enrollment, credentialing, and network monitoring like never before. With direct integrations into hundreds of primary sources, we have an unbeatable advantage in enhancing visibility into the entire provider network management process. Plus, our team brings over 25+ years of combined experience building provider data systems at Oscar Health, and we're backed by top-tier VC firms who share our bold vision of creating a one-of-a-kind healthcare cloud that eliminates friction surrounding provider data.
But it's not just about the technology; it's about the people behind it. At Certify, we foster a meritocratic environment where every voice is heard, valued, and celebrated. We're founded on the principles of trust, transparency, and accountability, and we're not afraid to challenge the status quo at every turn. We're looking for purpose-driven individuals like you to join us on this exhilarating ride as we redefine healthcare data infrastructure.
About the role:
The Director of Client Success is a pivotal leadership role responsible for driving client satisfaction, retention, and growth while leading a high-performing Client Success Manager (CSM) team. This role will oversee a significant client portfolio, manage and develop the CSM team, spearhead strategic initiatives to enhance team efficiency and effectiveness, and serve as a cross-functional partner to resolve escalations and improve collaboration as Certify scales. The Director will act as a strategic leader, aligning client success outcomes with company goals and fostering a culture of excellence within the team.
What you’ll do:
1. Oversight of Client Portfolio
Assume full accountability for the health, retention, and growth of a designated client portfolio, ensuring exceptional service delivery and alignment with client goals.
Monitor key performance indicators (KPIs) such as Customer Satisfaction (CSAT), gross retention, expansion revenue, and overall client health; develop action plans to address risks and capitalize on opportunities
Partner with CSMs to craft and execute client success plans that drive adoption, value realization, and long-term champions
Act as the senior point of contact for strategic accounts, stepping in to manage high-stakes relationships or escalations as needed
2. Team Management
Directly manage a team of 3-5 Client Success Managers, providing mentorship, coaching, and performance management to elevate individual and team performance.
Set clear goals and expectations for the CSM team, fostering a culture of accountability, growth, and client-centricity.
Conduct regular 1:1s, team meetings, and performance reviews; identify development opportunities and create tailored growth plans for team members.
Recruit, onboard, and train new CSMs as the team expands, ensuring alignment with Certify’s standards and values.
3. CS Team Strategic Initiatives
Own and drive internal strategic initiatives to improve the efficiency, scalability, and effectiveness of the Client Success team (e.g., process optimization, tool adoption, playbooks).
Collaborate with the VP of Client Success to define and prioritize initiatives that align with company objectives and address evolving client needs.
Track and report on initiative progress, outcomes, and impact, ensuring measurable improvements in team performance and client outcomes.
Champion a data-driven approach to identify gaps and implement solutions that enhance the client experience.
4. Cross-Functional Collaboration
Serve as a critical escalation point for complex client issues, partnering with Product, Engineering, Sales, and other teams to resolve blockers and deliver solutions.
Drive cross-functional alignment by representing the voice of the client in strategic discussions, product feedback loops, and process improvements.
Build strong relationships with key stakeholders to enhance collaboration and ensure seamless execution as Certify scales.
Contribute to company-wide goals by advocating for client success priorities in leadership forums.
What you’ll need:
- Proven experience in client success, with a track record of managing client relationships and driving retention/growth
- Strong leadership and people management skills, with experience coaching and developing a team.
- Strategic thinker with the ability to prioritize and execute initiatives in a fast-paced, scaling environment.
- Exceptional communication and relationship-building skills, adept at navigating escalations and cross-functional collaboration.
- Data-driven mindset, comfortable analyzing KPIs and using insights to inform decisions.
- Familiarity with health tech SaaS and Certify’s product, clients, and goals
At Certify, we're committed to creating an inclusive workplace where everyone feels valued and supported. As an equal opportunity employer, we celebrate diversity and warmly invite applicants from all backgrounds to join our vibrant community.
