Sr. Client Success Manager

About Certify:

We are on a mission to change how the US healthcare industry handles provider data. By streamlining access to provider data, we aim to reduce the cost of healthcare and the 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:

We are seeking a dedicated and dynamic Senior Customer Success Manager (Sr. CSM) to join our team. The Sr. CSM will develop client relationships that promote retention, loyalty, and hyper-growth. You’ll be the architect of client satisfaction, diving deep into their needs and transforming areas of dissatisfaction into triumphs. This isn’t just about organization; it’s about thriving in the chaos of managing multiple enterprise accounts, each with soaring expectations. If you thrive on juggling challenges, turning feedback into actionable insights, and driving clients to unparalleled success, we want to hear from you!

• Client Relationship Management: Maintain and grow relationships with existing customers by understanding their business needs and helping them achieve their goals with our products or services.
• Client Support: This position is the primary point of contact for customer inquiries, providing timely and effective solutions to any issues or concerns customers may have.
• Product Expertise: Develop a deep understanding of our products/services to communicate their benefits and functionalities to customers effectively.
• Client Retention: Implement strategies to reduce churn and improve client retention rates. Proactively identify at-risk clients and work to resolve issues before they lead to churn.
• Feedback Loop: Collect and analyze client feedback to improve product development and client experience. Work closely with the product and development teams to ensure customer needs are being met.
• Training and Resources: Create and deliver training sessions, webinars, and other educational resources to help client maximize their product use.
• Metrics and Reporting: Track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, renewal rates, net promoter scores (NPS), turnaround times, SLA’s and more. Prepare and present reports to management.
• Cross-functional collaboration: Work with sales, operations, implementation, product development, and support teams to ensure a seamless client experience and effective problem resolution.

• 100% of health, dental, and vision insurance premiums covered for US-based employees
• Health benefits for India- based employees
• Unlimited PTO policy with a mandatory minimum of two weeks off for US- based employees
• 15 days of PTO for India - based employees
• No meeting Thursdays so you can stay heads down to get work done