About CLARA

CLARA Analytics is the leading AI as a service (AIaaS) provider that improves casualty claims outcomes for commercial insurance carriers and self-insured organizations. The company’s product suite for workers comp, commercial auto and general liability insurance claims applies image recognition, natural language processing, and other AI-based techniques to unlock insights from medical notes, bills and other documents surrounding a claim. CLARA’s customers include companies from the top 25 global insurance carriers to large third-party administrators and self-insured organizations. Founded in 2017, CLARA Analytics is headquartered in California’s Silicon Valley. For more information, visit www.claraanalytics.com, and follow the company on LinkedIn and X.

Job Description

As a Director of Customer Success, you will play the critical place in ensuring strategic clients are onboarded, engaged, referenceable, and obtain the prerequisite CLARA ROI. In addition, you will also be responsible for client retention and expansion. You’ll be driving meaningful customer relationships fueled by data-driven strategies.
The person in this role thrives on building and nurturing high-performing Customer outcomes to reduce risk and exposures to protect the clients balance sheet. They’ll possess a strategic mind, wielding AI and data insights to craft winning customer journeys. You enjoy architecting risk efficient processes, streamlining workflows and maximizing client impact. You’ll be energized by forging strong relationships with key accounts, becoming a trusted advisor. And lastly this person will look beyond traditional tactics, fostering strategic partnerships that unlock mutual value for both us and our clients.

Key Responsibilities

• Leading the customer experience value, from building and developing it for scalability and sustained growth, for key strategic clients, including processes and strategies optimized in a customer-first manner. Including conducting CSAT surveys and delivering insights for enhanced client service.
• Adding value to customer relationships and driving the CLARA AI desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
• Creating an optimized AI & data-led model of the customer journey, then making sure all internal stakeholders are aligned on it. They also work with their Data Quality Team to ensure customer data is correct and that everyone uses the same data sets (data hygiene).
• Determining the key risk metrics, health scores, and KPIs relevant to each strategic account. They also contribute to how the CS team will track these metrics and who has the overview for each account.
• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Collaborating with the CLARA executive team, sales, product and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI, and product expansion.
• Relationship management across the entire client portfolio, and also assisting others on the team to maintain and improve customer relationships.

Qualifications & Experience

• BA/BS (MBA/Master preferred)
• Ideally 10-12+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role

• Experience in the insurance casualty industry
• Experience and/or domain knowledge in AIaaS is a must
• Experience in working with complex, multi-divisional, multi-geographical customers
• Ability to create structure in ambiguous situations and design effective processes
• Exceptional communication skills, highly organized, collaborative and detail data oriented
• Experience building and maintaining relationships, while working to mitigate churn and
• drive engagement and renewals
• Experience in mentoring and setting team goals
• Ability to travel up to 25% of the time

What We Offer

• The opportunity to make a real impact on a growing company.

• Work on challenging and rewarding projects that will push your technical skills.

• Collaborative and supportive work environment.

• Competitive salary and benefits package.

• Be a part of a team that is passionate about what we do