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Customer Service
Director, Customer Success
@Certifyos
[Hiring] Director, Customer Success @Certifyos
Apr 01, 2025 - Certifyos is hiring a remote Director, Customer Success. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
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
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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.
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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.
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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.
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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.
Qualifications
- 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.
Benefits
- 100% of health, dental, and vision insurance premiums covered for employees.
- Unlimited PTO policy with a mandatory minimum of two weeks off.
- No meeting Thursdays so you can stay heads down to get work done.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 01, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
