Director of Client Success - Remote

Overview

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 at CertifyOS, a company focused on innovating healthcare data infrastructure.

In Short

• Accountable for the health, retention, and growth of a designated client portfolio.
• Monitor KPIs such as Customer Satisfaction (CSAT) and develop action plans.
• Manage and mentor a team of 3-5 Client Success Managers.
• Drive internal strategic initiatives for team efficiency and effectiveness.
• Serve as a critical escalation point for complex client issues.
• Collaborate with Product, Engineering, and Sales teams.
• Advocate for client success priorities in leadership forums.
• Utilize a data-driven approach to improve client experience.
• Recruit and train new CSMs as the team expands.
• Foster a culture of accountability and growth within the team.

Requirements

• Proven experience in client success and relationship management.
• Strong leadership and people management skills.
• Strategic thinker with the ability to prioritize initiatives.
• Exceptional communication and relationship-building skills.
• Data-driven mindset, comfortable with KPI analysis.
• Familiarity with health tech SaaS and Certify's product.

Benefits

• Meritocratic environment where every voice is valued.
• Opportunity to work with a cutting-edge healthcare platform.
• Collaborative culture focused on innovation and excellence.
• Access to professional development opportunities.
• Be part of a team with over 25 years of combined experience.