Customer Success Manager

About Clarion The hardest part of healthcare shouldn’t be getting an appointment. Today, medical staff drown in backlogs of calls, faxes, and scheduling requests. Patients struggle to get the right care at the right time, staff members burn out, and clinics lose billions in revenue. This isn’t a failure of care - it’s a failure of capacity. Clarion exists to solve this problem at scale. Our AI agents handle the patient journey from end-to-end; from scheduling and rescheduling appointments, to managing referrals and prescription refills. Our AI performs complex workflows with a human-like touch that patients love. We’ve raised $5.5M from Accel, Y Combinator, and Sequoia (Scout), along with founders from Ophelia, Medallion, and Counsel Health. We’re an in-person team based in New York City, moving quickly to ensure every patient gets the care they need. Why Join Us?

• Solving a real-world challenge : We’re addressing a critical problem that affects millions of patients and providers daily. Our AI agents outperform human schedulers and restore the time needed to focus on patients.

• Early-stage with strong market validation : We’ve seen 10x revenue growth in the last year alone. We handle millions of interactions for customers ranging from virtual care clinics to a $5B health insurance company.

• Founding team : Our co-founders bring a deep understanding of the healthcare landscape. 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.

• Outsized early impact : You'll be joining at an early stage where your contributions shape our company's trajectory, processes, and culture, with significant influence on how we grow.

• In-person collaboration advantage : 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 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.

Requirements

• 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.

You are a good fit if

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

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

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:

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

• Experience Deep Dive (30-45 min) [Virtual]: We'll explore your customer success experience, how you've managed accounts and driven strategy, and your approach to building trusted relationships with stakeholders.

• Team Day (Half-day) [In-Person]: Visit our New York office to meet our team. You'll work through a realistic customer scenario, showing your communication style and problem-solving approach. You'll also get a sense of our company culture and working environment.

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