Sr. Client Success Manager

Cleerly, Inc.•Los Angeles, CA

48d

About The Position

Cleerly is seeking a Senior Client Success Manager to own and manage client relationships within a defined territory. This role will serve as the day-to-day liaison for healthcare clients-ensuring successful onboarding, driving adoption, addressing concerns, and promoting long-term satisfaction and expansion. The ideal candidate will have experience in healthcare or health tech, demonstrate strong communication and relationship-building skills, and bring a data-driven mindset to proactively manage client health and success. This will cover the West Territory and be based in Los Angeles, CA. The Client Success role is pivotal in ensuring strong, long-lasting relationships with our clients. This position is responsible for managing day-to-day communication, acting as the main liaison between the client and our internal teams. By owning the client relationship, the Client Success Managers ensure that all client needs, concerns, and goals are addressed in a timely and effective manner. They represent the client's voice internally, advocating for their interests and ensuring alignment with our company's objectives. This role reports directly to the VP of Client Success and works daily with Implementation, Sales, and Product amongst other teams.

Requirements

Bachelor's degree; background in healthcare, life sciences, or business is preferred
7 + years of experience in client success, account management-preferably in a healthcare or SaaS environment
Experience working directly with health systems, cardiology groups, or outpatient imaging centers is highly desirable.
Startup (Series A-C) experience preferred, not required.
Exceptional communication, interpersonal, and problem-solving skills
Self-starter with strong organizational skills and the ability to manage multiple accounts with minimal supervision
Familiarity with CRM platforms (Salesforce preferred) and data dashboards (e.g., Tableau or Looker)
Willingness to travel within the territory (up to 40%)
Spanish speaking is a plus but not required

Responsibilities

Serve as the primary point of contact for clients within the assigned territory
Build strong, trusting relationships with clinical and administrative leaders at hospitals, imaging centers, and cardiology practices
Conduct regular business reviews, utilization assessments, and check-ins to ensure client satisfaction and retention
Meet key performance indicators (KPIs) for the Client Success team, including Net Promoter Score (NPS), client retention (volume, logo), and referenceability. Use data-driven insights to continuously improve client success initiatives and enhance client satisfaction
Partner with Client Services and Implementation teams to ensure seamless onboarding and launch of Cleerly solutions
Drive initial and ongoing adoption through best practices, education, and alignment with client goals
Track key client metrics (utilization, turnaround times, NPS, etc.) and proactively identify and resolve risks to success
Leverage internal data to provide strategic insights to clients and recommend workflow enhancements
Collaborate with Sales and Partnerships to identify opportunities for renewals, upsells, and expansion
Champion the voice of the customer internally, contributing feedback to product and service teams
Act as the bridge between clients and internal teams (Sales, Product, Clinical, Marketing) to ensure alignment and excellence in service
Support pilots and product rollouts specific to your territory's client base