Customer Success Manager

Clerie is an AI-powered EHR startup serving mental health practices with scheduling, documentation, billing, insurance, payments, and other administrative tools. The Customer Success Manager will help healthcare practices adopt and maximize value from Clerie by onboarding customers, providing training and support, monitoring account health, building relationships, and collaborating with product and engineering teams.

Responsibilities:

• Onboard new customers
• Provide product training
• Serve as the primary point of contact for ongoing support and guidance
• Monitor customer health and usage metrics
• Proactively address risks to satisfaction or retention
• Collaborate with internal teams to resolve issues and implement improvements
• Build long-term relationships with customers
• Gather feedback
• Share insights with product and engineering teams to enhance features, workflows, and overall user experience
• Help identify expansion opportunities, such as additional modules or services that align with customer needs

Requirements:

• Demonstrated skills in Customer Satisfaction and Customer Service, with a focus on delivering responsive, solution-oriented support
• Strong Relationship Building capabilities and experience fostering trust and long-term partnerships with customers
• Proficiency in Analytical Skills, including interpreting usage data and customer feedback to drive continuous improvement
• Experience with Customer Retention strategies, including proactive outreach and risk mitigation for at-risk accounts
• Excellent written and verbal communication skills, with the ability to explain technical concepts in clear, accessible language
• Proven ability to work independently in a remote environment, manage multiple accounts, and prioritize effectively
• Familiarity with SaaS products; experience in healthcare, EHR systems, or health tech is strongly preferred