Client Success Manager I

Experity is the leading software and services company for on-demand healthcare in the U.S. We provide software solutions that remove complexities and simplify operations for 5700+ urgent care clinics across the country. We create, maintain, and support products to facilitate the complete on-demand healthcare experience: from patients finding clinics and making appointments, to checking in, to clinical documentation, and to the final bill paid by the patient. Our team is committed to changing healthcare for the better by innovating and revolutionizing on-demand healthcare for millions of patients across the country.

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.

Hybrid workforce:

Experity offers Team Members the opportunity to work remotely or in an office. While this position allows remote work, we require Team Members to live within a commutable distance from one of our locations to ensure you are available to come into the office as needed.

Job Summary:

The Client Success Manager (CSM) will oversee a diverse book of business spanning multiple product lines and customer segments. This role requires a strategic, customer-centric professional who can balance high-touch and low-touch account management, ensuring that customers realize maximum value from our solutions while driving revenue retention and expansion.

As a Client Success Manager, you will work closely with urgent care operators, administrators, and providers to drive value realization, optimize revenue retention, and identify expansion opportunities. You will serve as a trusted advisor, ensuring customers achieve operational success and improving patient workflows and financial performance while maximizing the value of our solutions.

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:

• Bachelor's degree or equivalent combination of education and experience

Travel:

Ability to travel as needed.

Experience:

• Three years of experience in Client Success, Account Management, or a related role
• Experience in a customer facing role for a SaaS based company
• 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.

Preferred:

• Strong preference for candidates with experience in a customer facing role for a healthcare tech company.

Maximum budgeted salary:

$90,000/yr

Team Member Competencies:

• Understands role on the team and works to achieve goals to the best of your ability.
• Working within a team means there will be varying opinions and ideas. Active listening and thoughtfully responding to what your team member says.
• Take responsibility for your mistakes and look for solutions. Understand how your actions impact team.
• Provides assistance, information, or other support to others to build or maintain relationships.
• Maintaining a positive attitude. Tackle challenges as they come, and don't let setbacks get you down.
• Gives honest and constructive feedback to other team members.
• When recognizing a problem, take action to solve it.
• Demonstrates and supports the organization's core values.

Every team member exhibits our core values:

• Team First
• Lift Others Up
• Share Openly
• Set and Crush Goals
• Delight the Client

Our urgent care solutions include:

• Electronic Medical Records (EMR): Software that healthcare providers use to input patient data, such as medical history, diagnoses, treatment plans, medications, and test results.
• Patient Engagement (PE): Software that shows patients the wait times at various clinics, allows patients to reserve a spot in line if there's a wait, and book the appointment.
• Practice Management (PM): Software that the clinic front desk staff uses to register the patient once they arrive for their appointment.
• Billing and Revenue Cycle Management (RCM): Software that manages coding, billing and payer contracts for clinics so they don't have to.
• Teleradiology: Board certified radiologist providing accurate and timely reads of results from X-rays, CT scans, MRIs, and ultrasounds, for our urgent care clients.
• Consulting: Consulting services for urgent care clinics to assist with opening, expanding and enhancing client's businesses