Manager, Client Success - Full Time - Hybrid

Experity is the leading software and services company for ondemand 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 ondemand 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 ondemand 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 liferelated issues by offering flexible work scheduling to manage your worklife 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: 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 Type: Full time

Compensation: Budgeted between $108000 and $144100 dependent upon years of applicable experience.

Responsibilities:

• Lead mentor and grow a highperforming team of Client Success Managers who oversee a wide variety of customer accounts from hightouch MidMarket clients to scaled lowtouch relationships.

• Foster a culture of client obsession: one that is proactive consultative empathetic and solutionsoriented at every level.

• Set clear goals KPIs and success metrics for the team; provide ongoing coaching development opportunities and regular feedback.

• Champion professional development pathways and create a hightrust environment for team collaboration innovation and accountability.

• Own the development and execution of a customer success strategy that drives client satisfaction product adoption value realization and retention.

• Ensure consistent proactive client engagement across the portfoliowhether via hightouch strategic consulting or scaled digital programs.

• Partner crossfunctionally with Sales Marketing Implementation Product and Support to ensure customers receive a seamless experience across the entire lifecycle.

• Act as a voice of the client bringing structured datainformed insights back into the organization to improve product offerings services and overall customer experience.

• Enable CSMs to become trusted advisorshelping clients optimize workflows meet KPIs and drive measurable business outcomes through our health tech solutions.

• Guide the team in identifying upsell crosssell and expansion opportunities aligning with client goals and maximizing lifetime value.

• Drive executive alignment with top MidMarket accounts including facilitating strategic business reviews and seniorlevel partnerships.

• Leverage tools such as Salesforce and Gainsight to track engagement risks and opportunities.

• Implement and evolve scalable systems processes and playbooks to deliver repeatable excellence across customer segments.

• Monitor and report on key success metrics (NPS CSAT retention expansion adoption) to evaluate performance and inform strategic decisions.

• Ensure alignment between customer success initiatives and companywide priorities including product innovation support and marketing.

• Other duties as assigned.

Travel:

• Ability to travel as needed

Education and Experience:

• Bachelors degree or equivalent combination of education and experience.

• Five years in Customer Success Client Services or Account Management roles in health tech SaaS.

• Proven ability to scale and lead highperforming teams through growth change and complexity.

• Passionate about customer outcomes and client advocacy with a relentless focus on delivering value and building trust.

• Comfortable navigating executive relationships and driving strategic conversations at the Clevel.

• Exceptional communication coaching and stakeholder management skills.

• Strong grasp of Customer Success metrics tools and best practices with a datafirst mindset.

Every Team Member Exhibits Our Core Values:

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

Required Experience:

Manager