Customer Success Manager
About the role
Customer Success Manager role at Clarion, an in-person NYC startup building AI healthcare communication layer. Focus on post-go-live customer success, revenue metrics, and building strategic relationships to drive adoption, retention, and expansion in a healthcare‑tech B2B SaaS context.
Responsibilities
- Serve as the primary point of contact for customers after go-live. Build deep relationships with key stakeholders to drive adoption and satisfaction.
- Take accountability for NRR across your book of business. Build strategic roadmaps, identify expansion opportunities, and recognize new use cases.
- Act as the first line of response for customer questions, bugs, and operational issues. Diagnose problems, provide immediate guidance, and escalate technical matters to Forward Deployed Engineers when needed.
- Lead weekly syncs and quarterly reviews, ensuring seamless communication flow between customers and internal teams.
- Track usage patterns with metrics dashboards, identify at-risk accounts, and proactively intervene to maximize account value.
Qualifications
- 2+ years in a customer-facing role managing post-sales relationships for technical products in healthcare, ideally in B2B SaaS.
- Proven track record owning revenue metrics (NRR, retention, expansion) and identifying upsell and cross-sell opportunities.
- Comfortable leading meetings with key stakeholders, building trust with senior decision-makers, and translating technical concepts into business value.
- Able to triage technical issues, understand system architecture at a high level, and communicate effectively with both engineers and non-technical customers.
- Strong project management instincts with attention to detail. You naturally build systems, document processes, and keep multiple workstreams organized without dropping the ball.
Skills
Benefits
- Direct mentorship: Work closely with our founding team and experienced leaders who will invest in your professional development.
- Meaningful equity: Early employee stock options with significant ownership potential.
- Comprehensive benefits: 100% covered healthcare, flexible time off, commuter benefits, weekly team lunches.
- Team culture: Quarterly retreats and monthly team events that build genuine connections in our close-knit NYC team.
- Impact at scale: Work that builds the infrastructure to help millions of patients access care.
About Clarion
The AI communication layer for healthcare
Clarion is building the most advanced AI communication layer for healthcare. Our AI agents handle the overwhelming volume of calls and messages that clinics face daily—from scheduling to billing to prescription refills—freeing staff to focus on patient care. We're an in-person company based in New York. Today, clinics miss 30-40% of inbound calls due to staffing shortages. We're solving this by automating complex workflows end-to-end, already serving tens of thousands of patients monthly across virtual care companies, health systems, and a $5B health insurance company. We've raised $5.4M from Accel, Y Combinator, Sequoia (scout), and healthcare founders from Ophelia, Medallion, and Counsel Health. Our founders bring both clinical and technical expertise—our CEO Ryan is a Stanford/Harvard-trained physician who was on the founding teams of Two Chairs and Ophelia, while our CTO Jeffrey built voice AI at Amazon Alexa and led AI/ML teams at Salesforce. Join us as we transform healthcare communication—creating a future where patients get faster resolutions and providers reclaim time for what matters most.
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