Clora was built by the industry for the industry
We created Clora after spending years being frustrated with hiring the life sciences talent we needed. As our reliance on flexible, highly skilled professionals grew, so did the inefficiency in finding them. These inefficiencies resulted in reduced productivity, blown budgets, and, most importantly, delays in therapies getting to patients. We realized we needed a more effective solution, and we built Clora to be just that.
Clora has a positive, diverse, and supportive culture we look for people who are curious, inventive, and work to be a little better every single day. We look for entrepreneurially-minded people who have both an individual contributor and team player mindset. We have built a company of curious people who embrace free thought but also encourage team collaboration. If this sounds like a team you would like to join, please read further!
Manager of Customer Success
Summary
We are currently looking for entrepreneurially-minded people who have both an individual contributor and team player mindset. We have built a company of curious people who embrace free thought but also encourage team collaboration. If this sounds like a team you would like to join please read further!
What you will be doing
Manage the daily operations of the customer success team to ensure high-quality matches 10X faster than anyone else in the industry.
Define and optimize the customer success journey to drive value to both sides of the marketplace.
Define and develop customer success activities to improve customer satisfaction and supply utilization.
Own and manage the reporting of our customer success metrics and KPIs to the executive leadership team.
Drive the compliance and operational structure to optimize the overall customer experience.
Partner with product and engineering to implement process improvements that can be productized with technology.
Build, grow, and mentor a talented customer success team that supports both sides of the marketplace.
Partner with sales to build out the quarterly business review and annual business planning strategies.
Develop systems and controls to scale and grow a team while achieving repeatable quality client outcomes.
Marketing: Develop repeatable feedback loops that provide customer insights and referenceable customers
Sales: Ensure meaningful handoff and transitions post-sale
What you should have
Referenceable Experience - Youve been a customer success leader and people manager for 5+ years and you are keen to expand your core competencies.
Team builder - Youve recruited, developed, and aligned teams towards high growth customer and business outcomes.
Lead by example - You are able to inspire people to push through the hard times while also making a point to celebrate our wins.
Focus on leading, not lagging - You make it your mission to focus on identifying leading v.s. lagging indicators particularly around churn. You know how to pull multiple levers to shift things company-wide towards leading indicators (i.e. adjust compensation, execute againstOKRs, forged cross-dept initiatives) that lead to change.
Navigate through friction - You know how to handle tough customer conversations with care around scenarios like price increases, renewal conversations, and quickly put water on the fire situations.
Compensation is competitive with other Boston-area startups, including key benefits like fully covered health insurance (no premiums), equity, and unlimited PTO. We are invested in every employees growth and support professional development that aligns with your goals and how you learn best.
We are committed to making Clora an inclusive and diverse organization. Clora is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
