Senior Manager, Customer Success
insightsoftware
Cloud
Director – Client Success
Certify
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- 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.
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
Benefits
- At Certify, we're committed to creating an inclusive workplace where everyone feels valued and supported.
- Equal opportunity employer, we celebrate diversity and warmly invite applicants from all backgrounds to join our vibrant community.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client success managementKPI analysisperformance managementprocess optimizationdata analysis
Soft skills
leadershipcoachingcommunicationrelationship buildingstrategic thinking
