About the Opportunity

Cleerly is seeking an experienced and dynamic Director of Client Success to lead and scale our Client Success organization.  This is a critical and foundational role, which is focused on managing day-to-day communication, acting as the main liaison between the client and our internal Cleerly  teams. The Director will be responsible for building the team from the ground up and must be comfortable taking on a "player coach" role, where they will both lead and actively participate in day-to-day client success activities. This role will also manage various sales verticals, including hospitals/health systems, cardiology practices, partnerships, providers, and imaging centers. The ideal candidate will have a demonstrated track record of building and leading a successful Client Success organization with a focus on client retention, satisfaction, and expansion.

About the Team

The Client Success role is pivotal in ensuring strong, long-lasting relationships with our clients. This position is responsible for managing day-to-day communication, acting as the main liaison between the client and our internal teams. By owning the client relationship, the Client Success Managers ensure that all client needs, concerns, and goals are addressed in a timely and effective manner. They represent the client’s voice internally, advocating for their interests and ensuring alignment with our company’s objectives.

Responsibilities

• Client Success Strategy: Tailor an account plan for each customer that aligns with their business goals and coordinate appropriate internal domain experts for delivery including engagement, clinical operations and product development 
• Player Coach Leadership: As the first hire, take on a hands-on role in both managing and executing client success activities. Lead by example while also mentoring and developing the future Client Success team.
• Client Relationship Management: Effectively network and build trusting relationships with customer leadership through business reviews, strategy planning and opportunity assessment 
•  Sales Vertical Management: Manage the client success efforts across various sales verticals, including hospitals/health systems, cardiology practices, partnerships, providers, and imaging centers. Tailor strategies and approaches to meet the unique needs of each vertical.
• Performance Metrics:  Establish key performance indicators (KPIs) for the Client Success team, including Net Promoter Score (NPS), and regularly track and report on performance to include volume and user utilization. Use data-driven insights to continuously improve client success initiatives and enhance client satisfaction
• Cross Functional Collaboration: Work closely with the Sales, Product, Marketing, and Client Services teams to ensure a seamless client experience. Provide feedback from clients to drive product improvements and inform future offerings.  Using data-driven insights, proactively address performance and health with client while partnering with sales and clinical account managers.
• Client Retention and Growth: Develop and execute strategies to maximize client retention, renewals. Identify and capitalize on opportunities for client expansion.
• Client Advocacy: Serve as the voice of the client within the organization, advocating for their needs and ensuring their feedback is integrated into product development and service enhancements.

Requirements 

•  Bachelor’s degree in Business, or a related field. A Master’s degree is a plus.
•  Minimum of 8-10 years of experience in client success manager, account management, or a related field, with at least 5 years in a leadership role.
•  Demonstrated experience building and scaling a Client Success organization from the ground up.
•  Proven track record of managing client success across multiple sales verticals, particularly in healthcare settings (hospitals, health systems, cardiology practices, imaging centers).
•  Strong understanding of the healthcare industry, particularly in cardiology, imaging, and healthcare technology.
•  Excellent leadership and team management skills with a proven ability to inspire and motivate teams.
•  Experience as a "player-coach," comfortable leading while also engaging in the hands-on execution of client success activities.
•  Exceptional client relationship management skills with the ability to engage with C-level executives and key stakeholders.
•  Data driven mindset with the ability to analyze metrics and make informed decisions.
• Travel expected 25%

 Salary: $155,000 - $195,000

 *Total Target Compensation (TTC): Total Cash Compensation (including base pay, variable pay, commission, bonuses, etc.). We hire employees anywhere within the United States and account for geography when determining base salary.