📌 Core Information
🔹 Job Title: Director, Customer Success
🔹 Company: Certify
🔹 Location: United States
🔹 Job Type: On-site
🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)
🔹 Date Posted: April 1, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Driving client satisfaction, retention, and growth across a significant client portfolio.
- Leading and developing a high-performing Client Success Manager (CSM) team.
- Spearheading strategic initiatives to enhance team efficiency and effectiveness.
- Acting as a strategic leader and cross-functional partner in resolving escalations and improving collaboration.
ASSUMPTION: The role requires a strong strategic focus and ability to manage complex client relationships, which isn't explicitly stated but is inferred from the description of responsibilities.
📋 Key Responsibilities
✅ Oversight of a client portfolio, ensuring health, retention, and growth.
✅ Monitoring key performance indicators and developing action plans based on assessments.
✅ Partnering with Client Success Managers to craft and execute success plans.
✅ Managing a team of 3-5 CSMs, providing mentorship and performance management.
✅ Leading internal initiatives for process optimization and tool adoption.
✅ Serving as a critical escalation point for complex issues while collaborating cross-functionally.
ASSUMPTION: Responsibilities include strategic oversight and operational leadership, not explicitly separated in the job description but essential for a director-level role.
🎯 Required Qualifications
Education: Not specified
Experience: Proven experience in client success, with leadership and management background.
Required Skills:
- Client relationship management
- Leadership and coaching skills
- Strategic initiative execution
- Communication and relationship-building
- Data analysis
- Cross-functional collaboration skills
Preferred Skills:
- Background in health tech SaaS
- Familiarity with Certify’s products and goals
ASSUMPTION: Formal education requirements are not specified, implying more weight on practical experience and leadership capabilities.
💰 Compensation & Benefits
Salary Range: Not specified
Benefits:
- 100% coverage of health, dental, and vision insurance premiums
- Unlimited PTO with a mandatory minimum of two weeks
- No meeting Thursdays
Working Hours: 40 hours per week, with flexibility for remote work.
ASSUMPTION: Compensation is competitive and includes significant benefits, although not detailed, highlighting a strong company culture focus.
📌 Applicant Insights
🔍 Company Context
Industry: Hospitals and Health Care, focusing on provider data management and technology solutions.
Company Size: 51-200 employees, suggesting a dynamic and closely-knit work environment.
Founded: 2021, marking it as a rapidly growing startup in the health tech sector.
Company Description:
- API-first, UI-agnostic provider network management platform.
- Automating licensing, enrollment, credentialing, and network monitoring.
- Empowering healthcare providers with actionable data insights.
Company Specialties:
- Provider intelligence platform
- Healthcare cloud solutions
- Data integrity and accessibility
Company Website: https://www.certifyos.com
ASSUMPTION: The company's rapidly evolving environment indicates opportunities for career growth and influence on product development.
📊 Role Analysis
Career Level: Senior leadership, requiring strategic oversight and management skills.
Reporting Structure: Likely reports to the VP of Client Success, with interactions across departments.
Work Arrangement: Primarily on-site with flexibility for remote work as required.
Growth Opportunities:
- Leadership development within a scaling organization.
- Influence over strategic client success initiatives.
- Cross-departmental collaboration opportunities.
ASSUMPTION: Growth opportunities are significant, as the company is scaling and invests in career development.
🌍 Location & Work Environment
Office Type: Traditional office with remote options.
Office Location(s): New York, New York, US
Geographic Context:
- A central location with access to leading healthcare companies.
- Diverse urban environment with cultural and professional opportunities.
- Potential for onsite client engagement and networking.
Work Schedule: Standard work week with remote options as needed, emphasizing work-life balance.
ASSUMPTION: The office provides a collaborative setting while accommodating remote work for flexibility.
💼 Interview & Application Insights
Typical Process:
- Submission of online application
- Initial phone screening with HR
- Technical and cultural interviews with the team
- Final interview with executive leadership
Key Assessment Areas:
- Leadership abilities and team management experience
- Client relationship management skills
- Strategic thinking and problem-solving abilities
Application Tips:
- Highlight leadership roles and strategic initiative experience in your resume.
- Prepare examples of managing complex client relationships and outcomes.
- Demonstrate a data-driven approach through past projects or KPIs.
ATS Keywords: Client Success, Leadership, Strategic Thinking, Health Tech, SaaS
ASSUMPTION: The application process is comprehensive, focusing on leadership capabilities and strategic insights.
🛠️ Tools & Technologies
- Customer Relationship Management (CRM) software
- Data analytics and visualization tools
- Health tech SaaS platforms
ASSUMPTION: Familiarity with CRM and data tools is necessary, although specific platforms aren't mentioned.
👔 Cultural Fit Considerations
Company Values:
- Trust and transparency
- Accountability and meritocracy
- Innovation and disruption of the healthcare status quo
Work Style:
- Collaborative and team-oriented
- Emphasis on data-driven decision making
- Adaptive to a rapidly changing environment
Self-Assessment Questions:
- Can you lead and innovate in a scaling tech environment?
- Are your problem-solving approaches data-driven and strategic?
- How do you cultivate strong cross-departmental relationships?
ASSUMPTION: Cultural alignment is critical, with an emphasis on innovation and strategic thinking in health tech.
⚠️ Potential Challenges
- Managing rapid scaling and organizational growth
- Navigating complex client relationships and escalations
- Implementing strategic initiatives in a dynamic environment
- Balancing on-site responsibilities with remote flexibility
ASSUMPTION: Challenges typically faced by senior roles in fast-paced start-ups involve scaling and maintaining operational effectiveness.
📈 Similar Roles Comparison
- Compared to similar roles, this position offers more involvement in scaling strategies and team leadership.
- Responsible for extensive collaboration across departments, which is vital in growing tech environments.
- This role places a significant emphasis on aligning client success with company objectives.
ASSUMPTION: The comparison highlights strategic and leadership demands beyond typical client success director roles, due to startup nature and scaling objectives.
📝 Sample Projects
- Development of a client success roadmap for new health tech solutions.
- Implementation of a KPI tracking system for improved client retention analysis.
- Streamlining cross-functional processes to reduce client response times.
ASSUMPTION: Projects focus on strategic improvements and innovation in client success processes.
❓ Key Questions to Ask During Interview
- What strategic initiatives are currently prioritized for the client success team?
- How does Certify define success in this role after the first year?
- Can you describe the current challenges faced by your client success managers?
- What opportunities exist for cross-functional project involvement?
- How does Certify measure and track client satisfaction and retention metrics?
ASSUMPTION: These questions are intended to help candidates gauge alignment with the company’s strategic goals and operational challenges.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Ensure your resume highlights strategic leadership roles.
- Prepare for interviews by understanding Certify’s impact on health data management.
- Practice behavioral interview questions to showcase client success stories.
- Reach out to recruiting@certifyos.com for any required accommodations during the application process.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
