Clarium

Customer Success Manager

• Act as the day-to-day point of contact for assigned healthcare accounts, ensuring responsive, high-quality support.
• Build relationships with operational and managerial stakeholders; escalate executive engagement with senior team members when appropriate.
• Lead quarterly business reviews (QBRs) to showcase outcomes, highlight value, and identify opportunities for growth.
• Conduct regular check-ins, health reviews, and success planning discussions with clients.
• Partner with customers to define success goals and measure progress toward adoption, ROI, and satisfaction.
• Monitor usage data, performance metrics, and health scores; provide insights and recommendations to maximize platform impact.
• Identify risks such as low adoption or dissatisfaction early, and collaborate with internal teams on remediation plans.
• Capture and share customer best practices both internally and externally.
• Collaborate closely with Implementation, Support, and Product teams to resolve client issues and streamline the customer experience.
• Prepare QBRs and executive updates for enterprise clients and provide structured feedback to Product and Engineering to influence roadmap priorities.
• Identify and align expansion opportunities with customer goals in collaboration with Sales; cultivate customer advocates and drive long-term engagement.

People Operations

• Own end-to-end new hire experience from offer acceptance to full immersion, including welcome kits and orientation routines
• Administer and enhance performance review cycle: timelines, tools, manager training, communications, and feedback loops
• Partner with Finance and external vendors to ensure timely, accurate payroll and administer benefits programs (401(k), health, insurance)
• Facilitate equity grant processes: coordinate paperwork, align with leadership and legal, educate employees on vesting and tax implications
• Oversee employee insurance benefits (health, dental, vision, disability), liaise with brokers, manage enrollments and support claims or plan changes
• Design, deploy, and analyze engagement surveys, pulse checks, and recognition initiatives; own feedback loop and drive action plans
• Plan and execute two biannual on-site all-hands or team events: logistics, agendas, team building, budgets, follow-up
• Serve as operational partner to Recruiting, Finance, Legal, and People Leaders to drive HR program execution
• Maintain HR policies, documentation, handbooks, and SOPs to ensure clarity, compliance, and consistency
• Promote process improvements and automation using HRIS tools and standard practices to scale operations

Customer Success Manager

People Operations Manager