Client Success Manager - Full Time - Remote

Experity is a mission-driven team transforming on-demand healthcare across the U.S., empowering urgent care clinics with industry-leading software that makes care faster, easier, and more patient-focused. Joining us means doing meaningful work that directly improves the healthcare experience for millions—from helping families access care quickly to ensuring clinics run smoothly behind the scenes. If you want to make a real impact alongside innovative, dedicated teammates while contributing to a trusted platform that’s becoming the operating system for on-demand care, Experity is the place to grow your career.

Experity offers the following:

• Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.

• Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful!

• Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more.

• Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance.

• Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones.

• Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals.

• Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party.

• Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security.

Compensation: Budgeted between $66,900 and $90,000 dependent upon applicable experience.

Remote: Experity offers Team Members the opportunity to work remotely or in an office.

Responsibilities:

• Own and manage a portfolio of accounts across multiple customer segments, ensuring high levels of customer engagement and satisfaction.

• Serve as the primary point of contact for clients, developing strong, long-term relationships and driving adoption of our products and services.

• Utilize a mix of high-touch (strategic, complex accounts) and low-touch (scaled, digital-first engagement) approaches to maximize efficiency and customer impact.

• Conduct regular business reviews with key accounts to assess financial performance and workflow efficiencies within urgent care centers.

• Act as the voice of the customer, gathering insights and feedback to drive continuous improvements in our products, services, and processes.

• Drive revenue retention by proactively identifying and mitigating churn risks while ensuring renewal success.

• Collaborate with Sales, Product, and Marketing teams to align on expansion strategies and effectively communicate the value of additional offerings.

• Support contract renewals, pricing discussions, and negotiations to ensure continued partnership.

• Act as a customer advocate internally, partnering with Product, Support, and Marketing teams to influence roadmap decisions based on customer feedback.

• Educate and empower customers by providing training, best practices, and thought leadership on industry trends.

• Represent the company externally, reinforcing our brand, values, and mission through customer interactions, case studies, and speaking engagements.

• Leverage data insights and analytics to monitor customer health, engagement levels, and adoption trends.

• Utilize customer success playbooks to streamline engagement strategies for different account types.

• Utilize CRM and Customer Success platforms to track interactions, automate processes, and measure success.

• Other duties as assigned.

Education and Experience:

• Bachelor’s degree or equivalent combination of education and experience.

• Three years of experience in Client Success, Account Management, or a related role, preferably in SaaS or health technology-driven industries.

• Proven ability to manage both high-touch and low-touch customer relationships effectively.

• Strong business acumen and ability to drive value realization and revenue growth.

• Excellent communication, negotiation, and presentation skills with the ability to engage stakeholders at all levels.

• Experience managing renewals, expansions, and churn mitigation within a portfolio.

• Data-driven mindset with the ability to analyze customer behavior and drive insights.

• Strong problem-solving skills and ability to thrive in a fast-paced, dynamic environment.

• Familiarity with CRM tools (Salesforce, Gainsight, etc.) and Customer Success Platforms is a plus.

Travel:

• Ability to travel

Every team member exhibits our core values:

• Team First

• Lift Others Up

• Share Openly

• Set and Crush Goals

• Delight the Client

#LI-REMOTE

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.