Senior Director, Revenue Operations - Customer Retention
Senior Director, Revenue Operations - Customer Retention
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Job Description
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:
Revenue Operations drives revenue retention growth and efficiency by optimizing GTM systems and guiding GTM strategy with data. The Senior Director Revenue Operations Retention owns Implementation Customer Success and Support Operations unifying the functions that support customer on-boarding retention and growth.
This leader drives revenue growth by closing post-sale execution gaps eliminating friction and building scalable systems that empower GTM teams to operate with autonomy and clarity. Our organization is evolving from a reactive service-oriented model to a proactive programmatic
one. We believe durable revenue comes from strong systems and empowered people.
This is a strategic leadership role with direct impact on onboarding value realization customer satisfaction and Net Revenue Retention (NRR). It requires strong stakeholder alignment systems thinking and a demonstrated ability to execute on a roadmap. This role will be a bias for action a passion for customer outcomes and a keen interest in automation and emerging technology.
Responsibilities:
- Lead and unify Implementation Customer Success and Support Operations into a cohesive high-performing retention function.
- Translate GTM strategy into scalable tech-forward systems that close execution gaps eliminate friction and support autonomous post-sale execution.
- Partner with Enablement Implementation Accounting Success and Support leadership to deliver seamless onboarding adoption and support experiences.
- Own and execute on the roadmap for Customer Operations ensuring alignment across GTM leadership and measurable impact on customer satisfaction and revenue retention.
- Champion the use of AI and intelligent automation to replace manual workflows reduce operational drag and increase revenue efficiency.
- Build and operate GTM mechanisms that drive clarity accountability and performance across the customer lifecycle.
- Develop a high-performing team with a bias for action clear ownership and the ability to drive outcomes through systemsnot tickets.
- Other duties as assigned.
Education:
- Bachelors Degree or equivalent combination of education and experience.
Travel:
- Ability to travel as needed (minimal).
Experience:
- Seven years in Revenue Operations Customer Success Operations Implementation or Support.
- Five years of experience managing people with progressive leadership scope.
- Demonstrated success leading post-sale GTM functions in a complex environment.
- Fluency in lifecycle strategy customer segmentation and revenue retention tactics.
- Experience with Salesforce and modern GTM tools at scale (e.g. Gainsight Amazon Connect).
- Strong cross-functional leadership and communication skills.
- Proven ability to execute roadmaps and build low-friction self-service systems.
- Passion for customer outcomes systems thinking and the application of emerging technologies to business operations.
Maximum budgeted salary:
$175000
Manager Competencies:
- Administer formal performance reviews in accordance with company practice.
- Coach mentor and develop staff including providing development planning and opportunities.
- Consciously creates a workplace culture that is consistent with the organizations core values.
- Contribute to the creation of the departmental strategy in alignment with the organizations goals and objectives.
- Manage performance deficiencies in a timely and clear manner taking disciplinary action when necessary.
- Manage the overall operational budgetary and financial responsibilities of the department.
- Oversee the day-to-day operations of the department.
- Plans evaluate and improve the efficiency of business processes and procedures to enhance overall effectiveness.
- Provide oversight and direction to employees providing frequent and timely feedback
- Responsible for anticipating and planning appropriate staffing levels.
- Review performance data to monitor and measure department productivity goals achievement and overall effectiveness.
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 theres 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 dont 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 clients businesses
Required Experience:
Exec
Employment Type
Full-Time
