VP, Client Success

The VP of Client Success at Cleerly will oversee the creation of the Client Success strategy, manage day-to-day client interactions, and lead the team in building strong relationships with clients in the healthcare sector. You'll be responsible for client relation management and cross-functional collaboration, ensuring that client needs are met and any issues are addressed promptly.

To qualify for the VP, Client Success position at Cleerly, candidates should have a Bachelor’s degree in Business or a related field, and ideally a Master’s degree. A minimum of 8-10 years of relevant experience with at least 7 years in a leadership role within client success management, particularly in healthcare, is necessary.

As the VP, Client Success at Cleerly, you'll be instrumental in fostering client satisfaction, retention, and growth, which directly supports Cleerly’s mission to revolutionize heart disease care. By building strong relationships and ensuring clients are advocates for our solutions, you help drive our vision forward.

The culture at Cleerly is one of teamwork and collaboration. As part of a rapidly growing remote team, you’ll find supportive colleagues who are passionate about eliminating heart disease. The environment encourages continuous growth and ownership, meaning your contributions will truly be valued.

Experience in building and leading a successful Client Success organization within healthcare, particularly in hospitals and imaging centers, is essential for the VP role at Cleerly. Having a background in cardiology and a data-driven mindset to analyze client metrics will also be highly beneficial.

When answering this question, focus on specific instances where you've successfully implemented strategies to build a team, mentioning any frameworks or playbooks you created. Highlight how you selected and mentored team members to achieve outstanding client satisfaction.

Share an approach that showcases your ability to juggle multiple client priorities. Emphasize your skills in communication and organization, detailing how you set priorities and allocate resources effectively to ensure all clients feel valued.

Discuss Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), client retention rates, or user engagement metrics. Explain how these indicators helped you to drive strategies and improve client relationships.

Use the STAR method (Situation, Task, Action, Result) to narrate a specific story where you navigated a difficult client interaction, outlining the steps you took to resolve the issue and how it positively impacted the client relationship.

Talk about tools and practices you’ve found effective for remote collaboration, such as Slack, Zoom, or project management systems like Confluence or Jira. Mention experiences where you facilitated communication to achieve client goals.

Emphasize the importance of representing the client’s voice within the organization, providing examples where you've successfully influenced product development or service improvements based on client feedback.

Explain how you gather and analyze client data to inform decisions, enhance satisfaction, and drive performance. Include examples of how data-driven insights have shaped your approach to client success.

Discuss your approach to receiving and applying feedback, demonstrating your commitment to learning and continuous improvement. Provide an example where embracing client feedback led to a positive outcome.

Outline how you adopt a 'player-coach' leadership style and how you balance guiding your team with direct engagement in client success activities. Highlight the importance of motivation and mentorship.

Detail your experience with customizing strategies based on client needs. Include the process you follow to understand client goals better and align your solutions accordingly.