Head of Customer Experience

Clarium

1d•Remote

About The Position

Our mission is to accelerate healthcare transformation through our AI-powered platform. We strive toward a future where hospitals are at the cutting edge of technology, operations and efficiency. Healthcare workers are inundated with endless tasks, manual processes and often unintuitive tools. Clarium is transforming healthcare by empowering providers with AI-powered software with intelligent workflow automation and actionable insights. We envision a future where all hospitals leverage our collaborative data platform to automate their daily operational and administrative tasks, only surfacing high complexity issues that truly require their expertise. We’re backed by some of the biggest and most innovative investors in the world including: Northzone, General Catalyst, AlleyCorp, 1984 Ventures, Alumni Ventures and others.

Requirements

10+ years of Customer Service experience
Heath system experience required
Experience rolling out enterprise software products that require integration with or migration from legacy systems, ideally in complex operational environments.
Demonstrated success driving product onboarding and continuous adoption, including deep change-management expertise for introducing new tools into established customer workflows.
Strong track record managing customers with centralized economic buyers and highly decentralized end-user bases, ensuring value realization across diverse stakeholder groups.
Experience leading Customer Success motions across both Enterprise and SMB segments, ideally in vertical SaaS
Leadership experience in a SaaS business scaling through Series A/B to Series D+, with a deep understanding of the organizational and operational demands of that stage.
Expertise in change management, multi-product enablement, and driving measurable improvements in customer outcomes.
Passion for technology and innovation, with a deep commitment to delivering value to customers.
Ability to thrive in a dynamic, entrepreneurial environment and drive results with limited resources.

Nice To Haves

Familiarity with complex supply chain organizations and workflows
Proven experience managing change across cross-functional teams and stakeholders

Responsibilities

Own the end-to-end Customer Success lifecycle, including implementation, onboarding, ongoing change management, adoption, renewals, support and overall customer satisfaction for enterprise customers.
Ensure success across diverse customer environments by accelerating adoption and engagement among both centralized teams and distributed end users to deliver measurable value.
Build and scale a world-class Customer Success function, including hiring, coaching, and developing a team committed to exceptional customer outcomes and long-term partnership.
Lead executive-facing engagement cadences such as QBRs, ensuring alignment on goals, performance, and roadmap while reinforcing Clarium’s role as a trusted, strategic platform.
Collaborate closely with the executive team to provide actionable product feedback, influence product roadmap decisions, and contribute to company-wide leadership initiatives.
Establish strong relationships with key customers, understanding their needs, challenges, and objectives. Drive initiatives to enhance customer satisfaction, loyalty, and advocacy.