Certify

Customer Success Manager

• 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.

Director – Client Success