VP, Client Success

About Cleerly

We’re Cleerly – a healthcare company that’s revolutionizing how heart disease is diagnosed, treated, and tracked. We were founded in 2017 by one of the world’s leading cardiologists and are a growing team of world-class engineering, operations, medical affairs, marketing, and sales leaders. We raised $223M in Series C funding in 2022 which has enabled rapid growth and continued support of our mission. In December 2024 we received an additional $106M in a Series C extension funding. Most of our teams work remotely and have access to our offices in Denver, Colorado, New, York, New York, Dallas, Texas, and Lisbon, Portugal with some roles requiring you to be on-site in a location. 

Cleerly has created a new standard of care for heart disease through value-based, AI-driven precision diagnostic solutions with the goal of helping prevent heart attacks. Our technology goes beyond traditional measures of heart disease by enabling comprehensive quantification and characterization of atherosclerosis, or plaque buildup, in each of the heart arteries. Cleerly’s solutions are supported by more than a decade of performing some of the world’s largest clinical trials to identify important findings beyond symptoms that increase a person’s risk of heart attacks. 

At Cleerly, we collaborate digitally and use a wide variety of systems. Our people use Google Workspace (GMail, Drive, Docs, Sheets, Slides), Slack, Confluence/Jira, and Zoom Video, prior experience in these areas is a plus. Role or department specific technology needs may vary and will be listed as requirements in the job description. 

About the Opportunity

Cleerly is seeking an experienced and dynamic Vice President of Client Success to build and lead our Client Success organization.  This is a critical and foundational role, which is focused on managing day-to-day communication, acting as the main liaison between the client and our internal Cleerly  teams. The Director will be responsible for building the team from the ground up and must be comfortable taking on a "player coach" role, where they will both lead and actively participate in day-to-day client success activities. This role will also manage various sales verticals, including hospitals/health systems, cardiology practices, partnerships, providers, and imaging centers. The ideal candidate will have a demonstrated track record of building and leading a successful Client Success organization with a focus on client retention, satisfaction, and expansion.

About the Team

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.

Responsibilities

• Client Success Strategy: Design and build a tailored playbook for each customer type that aligns with their business goals.  
• Player Coach Leadership: As the first hire, take on a hands-on role in both managing and executing client success activities. Lead by example while also mentoring and developing the future Client Success team.
• Client Relationship Management: Effectively network and build trusting relationships with customer leadership through business reviews, strategy planning and opportunity assessment 
•  Sales Vertical Management: Manage the client success efforts across various sales verticals, including hospitals/health systems, cardiology practices, partnerships, providers, and imaging centers. Tailor strategies and approaches to meet the unique needs of each vertical.
• Performance Metrics:  Establish key performance indicators (KPIs) for the Client Success team, including Net Promoter Score (NPS), and regularly track and report on performance to include volume and user utilization. Use data-driven insights to continuously improve client success initiatives and enhance client satisfaction
• Cross Functional Collaboration: Work closely with the Sales, Product, Marketing, and Client Services teams to ensure a seamless client experience. Provide feedback from clients to drive product improvements and inform future offerings.  Using data-driven insights, proactively address performance and health with client while partnering with sales and clinical account managers.
• Client Retention and Growth: Develop and execute strategies to maximize client retention, renewals. Identify and capitalize on opportunities for client expansion.
• Client Advocacy: Serve as the voice of the client within the org