Customer Success Manager

CertifyOS is building the data infrastructure that powers modern healthcare. As a Customer Success Manager, you will drive client satisfaction, retention, and growth by managing complex projects and building strong relationships with enterprise clients, while leveraging data-driven insights to enhance client experiences.

Responsibilities:

• Build Client Relationships: Foster trust and loyalty by understanding clients’ business objectives and aligning Certify’s solutions to their goals
• Serve as Primary Contact: Act as the go-to resource for client inquiries, delivering timely, effective solutions to ensure satisfaction
• Lead Complex Client Projects: Spearhead client initiatives with strong project management, ensuring timely delivery, risk mitigation, and alignment with strategic goals
• Drive Retention and Expansion: Proactively identify at-risk clients, implement strategies to reduce churn, and uncover opportunities for account expansion to fuel Certify’s growth
• Master Product Expertise: Develop deep knowledge of Certify’s platform to guide clients in maximizing value and achieving success
• Leverage Client Feedback: Collect and analyze client feedback to inform product enhancements, collaborating with product and development teams to prioritize client needs
• Deliver Training and Resources: Design and lead engaging training sessions, webinars, and resources to empower clients in using Certify’s solutions
• Monitor and Report KPIs: Track and analyze key operational and performance metrics and present actionable insights to client and Certify leadership
• Collaborate Cross-Functionally: Partner with sales, implementation, operations, and product teams to ensure a seamless client journey, swift issue resolution, and successful expansion initiatives

Requirements:

• 4+ years of experience in consulting, client success, account management, or a related role, preferably with enterprise clients
• Exceptional project management skills, with a proven ability to lead complex initiatives, manage resources, and deliver results in high-pressure settings
• Strong ability to navigate ambiguity and complexity, with a track record of solving problems in fast-paced, dynamic environments
• Proven ability to manage multiple high-value accounts while delivering exceptional client experiences and driving expansion opportunities
• Strong analytical skills to interpret data, identify trends, and drive strategic decisions, including growth initiatives
• Excellent communication and presentation skills, with experience leading client-facing training or webinars
• Collaborative mindset with a track record of working effectively across cross-functional teams