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Head of Customer Experience

Clarium LLC

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As the Head of Customer Experience at Clarium LLC, you will be instrumental in shaping and executing our customer success strategy, ensuring that our enterprise clients achieve maximum value from our AI-powered healthcare transformation platform. This pivotal role demands a strategic leader who can own the entire customer lifecycle, from initial implementation and onboarding through to ongoing adoption, renewal, and advocacy. You will be the primary champion for our customers, building deep, trusted relationships and ensuring their success in diverse and complex healthcare environments.
• Your core responsibility will be to orchestrate the end-to-end Customer Success lifecycle for our enterprise clientele. This includes meticulously planning and executing implementations, designing effective onboarding programs that accelerate time-to-value, and managing the critical process of change management as new technologies are integrated into established hospital workflows. You will continuously monitor customer health, drive adoption and engagement across both centralized administrative teams and distributed end-users, and ultimately ensure the sustained delivery of measurable business outcomes.
• A key aspect of this role is building and scaling a world-class Customer Success function. This involves not only hiring top talent but also actively coaching, mentoring, and developing a team that is deeply committed to achieving exceptional customer outcomes and fostering long-term, strategic partnerships. You will set the standard for customer engagement, ensuring your team is equipped with the skills and resources to proactively address customer needs and challenges.
• You will lead high-stakes executive-facing engagement cadences, such as Quarterly Business Reviews (QBRs). In these sessions, you will ensure clear alignment on customer goals, demonstrate ongoing performance against those goals, and discuss future roadmap developments. Your objective will be to reinforce Clarium's position as a vital, strategic platform that is indispensable to the client's operational and financial success.
• Collaboration is paramount. You will work closely with our executive team, providing actionable, data-driven product feedback derived from your deep understanding of customer needs and market dynamics. Your insights will directly influence our product roadmap decisions and contribute to broader company-wide leadership initiatives, ensuring Clarium remains at the forefront of healthcare technology innovation.
• Establishing and nurturing strong relationships with key customer stakeholders is fundamental. You will immerse yourself in understanding their unique needs, operational challenges, strategic objectives, and the specific healthcare landscape they operate within. This deep understanding will enable you to proactively identify opportunities for enhanced value realization and drive initiatives that boost customer satisfaction, loyalty, and ultimately, advocacy for Clarium.
• You will be responsible for driving product onboarding and continuous adoption, leveraging your expertise in change management to ensure the seamless integration of our AI-powered software into existing hospital systems and workflows. This requires a nuanced understanding of how to introduce new tools into complex, often legacy-laden environments, minimizing disruption and maximizing user buy-in.
• Managing customers with centralized economic buyers and highly decentralized end-user bases will be a significant part of your remit. You will need to demonstrate success in driving value realization across these diverse stakeholder groups, ensuring that the benefits of Clarium are understood and embraced at all levels of the organization.
• Your leadership will extend to overseeing Customer Success motions across both Enterprise and SMB segments, showcasing adaptability and strategic insight across different market scales. Ideally, your experience will encompass working within a vertical SaaS environment, providing a strong foundation for understanding the specific demands of the healthcare technology sector.
• As a leader within a scaling SaaS business (ideally Series A-B to Series D), you will possess a deep understanding of the organizational and operational demands inherent in rapid growth. You will contribute to building scalable processes and infrastructure to support our expanding customer base.
• Your expertise in change management, multi-product enablement, and driving measurable improvements in customer outcomes will be critical. You will be expected to develop and implement strategies that not only ensure customer retention but also foster growth through expanded usage and deeper integration.
• A genuine passion for technology and innovation, coupled with an unwavering commitment to delivering tangible value to customers, is essential. You should be excited by the prospect of transforming healthcare through AI and possess the drive to make a significant impact.
• Finally, you must be comfortable thriving in a dynamic, entrepreneurial environment. This role requires a proactive, results-oriented individual who can drive significant progress with potentially limited resources, demonstrating agility and a resourceful approach to problem-solving.

🎯 Requirements

• 10+ years of Customer Success or related customer-facing experience, with a significant portion focused on enterprise clients.
• Proven experience within the healthcare system, demonstrating a deep understanding of healthcare operations, challenges, and stakeholder dynamics.
• Experience rolling out enterprise software products, particularly those requiring integration with or migration from legacy systems in complex operational environments.
• Demonstrated success in 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.
• Leadership experience in a scaling SaaS business (ideally Series A-B to Series D), with a deep understanding of the organizational and operational demands of that stage.

🏖️ Benefits

• Incentive Stock Options proportionate to salary, offering a stake in Clarium's success.
• Fully remote work environment, providing flexibility and work-life balance.
• Unlimited Paid Time Off (PTO), empowering you to take time when you need it.
• Top-tier health, vision, and dental benefits, ensuring comprehensive coverage for you and your family.

Skills & Technologies

Remote

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Clarium LLC

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About Clarium LLC

Clarium is a financial technology company specializing in providing outsourced chief investment officer (OCIO) services. They cater to institutional investors, including endowments, foundations, pension plans, and family offices, helping them manage their investment portfolios effectively. Clarium focuses on delivering customized investment strategies designed to meet the unique objectives and risk tolerances of each client. Their expertise spans across various asset classes, including traditional and alternative investments. By leveraging sophisticated research, robust risk management, and a fiduciary approach, Clarium aims to enhance investment outcomes and provide peace of mind to its clients. They offer transparency and dedicated support throughout the investment management process.

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