Clarium

Head of Customer Experience

Clarium

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Own the end-to-end Customer Success lifecycle, including implementation, onboarding, ongoing change management, adoption, renewals, support and overall customer satisfaction for enterprise customers.
  • Ensure success across diverse customer environments by accelerating adoption and engagement among both centralized teams and distributed end users to deliver measurable value.
  • Build and scale a world-class Customer Success function, including hiring, coaching, and developing a team committed to exceptional customer outcomes and long-term partnership.
  • Lead executive-facing engagement cadences such as QBRs, ensuring alignment on goals, performance, and roadmap while reinforcing Clarium’s role as a trusted, strategic platform.
  • Collaborate closely with the executive team to provide actionable product feedback, influence product roadmap decisions, and contribute to company-wide leadership initiatives.
  • Establish strong relationships with key customers, understanding their needs, challenges, and objectives. Drive initiatives to enhance customer satisfaction, loyalty, and advocacy.

Requirements

  • 10+ years of Customer Service experience
  • Heath system experience required
  • Experience rolling out enterprise software products that require integration with or migration from legacy systems, ideally in complex operational environments.
  • Demonstrated success 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.
  • Experience leading Customer Success motions across both Enterprise and SMB segments, ideally in vertical SaaS
  • Leadership experience in a SaaS business scaling through Series A/B to Series D+, with a deep understanding of the organizational and operational demands of that stage.
  • Expertise in change management, multi-product enablement, and driving measurable improvements in customer outcomes.
  • Passion for technology and innovation, with a deep commitment to delivering value to customers.
  • Ability to thrive in a dynamic, entrepreneurial environment and drive results with limited resources.
  • Nice to have: Familiarity with complex supply chain organizations and workflows
  • Proven experience managing change across cross-functional teams and stakeholders
Benefits
  • Incentive Stock Options proportionate to salary
  • Fully remote work
  • Unlimited PTO
  • Top-tier health, vision, and dental benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successchange managementproduct onboardingenterprise softwareintegrationmigrationSaaSmulti-product enablementcustomer outcomesstakeholder management
Soft Skills
leadershipcoachingrelationship buildingcommunicationcollaborationstrategic thinkingproblem-solvingadaptabilitycustomer advocacyentrepreneurial mindset