Client Success Manager - Full Time - Remote

Experity Offers

• 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.

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.
• As the voice of the customer, gather 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.
• 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.

Requirements

• 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.