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Clarion is an AI front-office platform for healthcare that helps medical practices resolve patient requests—from scheduling and referrals to prescription refills, billing questions, and outreach—without expanding front-office headcount. The platform uses AI agents that follow practice-specific rules, complete workflows end-to-end, and document outcomes directly in EHR systems. Clarion has already supported hundreds of thousands of patient interactions across 20+ specialties and hundreds of clinic locations. The company was founded by a Stanford- and Harvard-trained physician (formerly at Two Chairs and Ophelia) and an ex-Amazon Alexa engineer who led AI/ML teams at Salesforce. Backed by $10M from Accel, Y Combinator, and Sequoia (scout), Clarion operates as a fast-moving, high-ownership team with in-person collaboration as a strategic advantage.
As Head of Customer Success, you will serve as the primary point of contact for the company's most strategic accounts post-go-live, building deep relationships with key stakeholders to drive adoption and satisfaction. You will own Net Revenue Retention (NRR) across the full customer base, building strategic roadmaps, identifying expansion opportunities, and recognizing new use cases. You act as the escalation point for customer questions, bugs, and operational issues that your team cannot resolve independently, escalating technical matters to Forward Deployed Engineers when needed. You will lead weekly syncs and quarterly reviews across the Deployment team, ensuring seamless communication between customers and internal teams. You will track usage patterns via metrics dashboards, identify at-risk accounts, and proactively intervene to maximize account value. This role involves building and leading the customer success team as the company scales.
The ideal candidate is energized by customer relationships, sees renewals and expansions as natural outcomes of delivering exceptional value, and thrives in ambiguity where processes are defined from scratch rather than following established playbooks. You can context-switch between strategic planning and tactical execution without losing momentum and want to help build the infrastructure needed to scale customer success alongside the company.
REQUIREMENTS:
- 5+ years in customer-facing roles managing post-sales relationships for technical products in healthcare, ideally in B2B SaaS, including team management experience
- 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
- Ability 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; naturally build systems, document processes, and keep multiple workstreams organized
