Head of Customer Success

Job Description

Job Description

About Clarion

Clarion is the AI front office platform for healthcare. We help practices resolve more patient requests—from scheduling and referrals to prescription refills, billing questions, and outreach—without adding front-office headcount.

Today, clinics miss 30–40% of inbound calls while staff spend too much time on repetitive administrative work. Clarion’s AI agents do more than answer the phone: they follow each practice’s rules, complete workflows end-to-end, and document the outcome directly in the EHR.

We’ve already supported hundreds of thousands of patient interactions across more than 20 specialties and hundreds of clinic locations. Clarion was founded by a Stanford- and Harvard-trained physician who helped build Two Chairs and Ophelia, alongside an ex-Amazon Alexa engineer who led AI/ML teams at Salesforce—bringing deep clinical and technical expertise to healthcare communication. Backed by $10M from Accel, Y Combinator, and Sequoia (scout), Clarion is built by a fast-moving, high-ownership team.

Why Join Us?

• Early-stage with strong market validation: We are rapidly growing and offering the high-impact environment of an early-stage startup.

• Solving a massive healthcare challenge: We're addressing a critical problem in healthcare communication that affects millions of patients.

• Cutting-edge tech frontier: You'll harness the latest generative AI models to deploy conversational agents that transform healthcare communication, while driving innovation to push these technologies beyond their current limits.

• Founding team : our CEO is a Stanford/Harvard-trained physician and clinical ops leader (Two Chairs, Ophelia), and our CTO is an ex-Amazon Alexa engineer who led AI/ML teams at Salesforce.

• In-person collaboration : we've built in-person since day one and maintain this as a strategic advantage. We move faster, build stronger bonds, and create a cohesive culture.

What You'll Be Working On

• Serve as the primary point of contact for our most strategic accounts after go-live. Build deep relationships with key stakeholders to drive adoption and satisfaction.

• Take accountability for NRR across the full customer base. Build strategic roadmaps, identify expansion opportunities, and recognize new use cases.

• Act as the escalation point for customer questions, bugs, and operational issues your team can't resolve alone, and escalate technical matters to Forward Deployed Engineers when needed.

• Lead weekly syncs and quarterly reviews across the Deployment team, 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.

Requirements

• 5+ years in a customer-facing role managing post-sales relationships for technical products in healthcare, ideally in B2B SaaS, including experience managing a team.

• 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.

You are a good fit if

• You're energized by customer relationships and see renewals and expansions as the natural result of delivering exceptional value.

• You don't wait for perfect systems; you create the infrastructure needed to scale customer success as the company scales.

• You thrive in ambiguity where you'll define processes from scratch rather than follow established playbooks.

• You can context-switch between strategic planning and tactical execution without losing momentum.

• You want to help build and lead the team that does this work.

What We Offer

• 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.

Interview Process

At each stage, we decide within 24hrs and update you shortly after:

• Intro Call (15 min) [Virtual]: A conversation about the role and your experience to see if there's a good fit.

• Skills Assessment (30 min) [Virtual]: A working session on the kind of account and revenue problems you'd own in this role.

• Experience & Culture Interview (30 min) [Virtual]: We'll go deep on your track record managing accounts and teams, and how you work day to day.

• Half-Day Onsite (4-5 hrs) [In-Person]: Visit our New York office to meet the team. You'll work through real account scenarios and get a sense of our culture and working environment.

If you're ready to be the customer champion that transforms healthcare communication, we'd love to hear from you.

Compensation Range: $170K - $210K