Director - Client Success

Certify

81d

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 51-100 employees