Director, Customer Success

About Certify:

We are on a mission to change how the US healthcare industry deals with provider data. Our goal is to reduce the cost of healthcare by streamlining access to provider data and reduce administrative and regulatory burden on healthcare organizations.

Certify is revolutionizing the healthcare industry by laying the infrastructure upon which the next generation of provider-centric applications (network adequacy, accuracy, provider utilization, etc.) will be built. As innovative digital health plans and provider care models continue to scale and challenge traditional care models, the need for a centralized data infrastructure has never been greater. Our platform will support the future of healthcare innovation by becoming the source of truth of provider data, and making that data easily accessible and actionable for the entire healthcare ecosystem.

We have built an API-first, UI-agnostic, end-to-end provider network management platform automating licensing, enrollment, credentialing, and network monitoring. With direct integrations into 100’s of primary sources, we are uniquely positioned to enhance visibility into the entire provider network management process. Our team has more than 25+ years of combined experience building provider data systems at Oscar Health and are backed by top-tier VC firms who share our vision of creating a one-of-a-kind healthcare cloud that removes the friction surrounding provider data.

At Certify, we pride ourselves on fostering a meritocratic environment that ensures every voice has an opportunity to be heard. Founded on the principles of trust, transparency and accountability, we aim to challenge the status quo at every step and are looking for purpose-driven team members to share our journey in redefining 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.

• 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

• 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.

• 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.

• 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.

• 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

• 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

At Certify, we firmly believe in fostering a welcoming and inclusive workplace where every employee feels valued, respected, and supported. As an equal-opportunity employer, we are dedicated to creating an environment free from discrimination and harassment. We embrace and celebrate the diversity that each individual brings to our team, recognizing that our unique backgrounds and life experiences collectively contribute to our strength and success. We warmly invite applicants from all walks of life to join our vibrant and inclusive community.

We understand that sometimes accommodations are necessary to ensure that everyone has an equal opportunity to showcase their qualifications and potential. If you require any reasonable accommodations during the application process, please don't hesitate to reach out to our friendly recruiting team at recruiting@certifyos.com. We are here to support you and make the process as smooth and comfortable as possible. Rest assured that your request for accommodation will have no bearing on our consideration of your qualifications.

At Certify, we are committed to maintaining a transparent and open environment regarding compensation. We want you to feel empowered to discuss and inquire about pay without fear of discrimination or retaliation. You can trust that your decision to discuss or disclose your pay will not negatively impact your employment or growth opportunities within our organization.