Manager, Client Success (Remote)

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.

Job Type: Full time

Compensation: Budgeted between $108,000 and $144,100 dependent upon years of applicable experience. 

Responsibilities: 

• Lead, mentor, and grow a high-performing team of Client Success Managers who oversee a wide variety of customer accounts, from high-touch Mid-Market clients to scaled, low-touch relationships.

• Foster a culture of client obsession: one that is proactive, consultative, empathetic, and solutions-oriented 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 high-trust 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 portfolio—whether via high-touch strategic consulting or scaled digital programs.

• Partner cross-functionally 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, data-informed insights back into the organization to improve product offerings, services, and overall customer experience.

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

• Guide the team in identifying upsell, cross-sell, and expansion opportunities, aligning with client goals and maximizing lifetime value.

• Drive executive alignment with top Mid-Market accounts, including facilitating strategic business reviews and senior-level 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 company-wide priorities, including product innovation, support, and marketing.

• Other duties as assigned.

Travel:

• Ability to travel as needed 

Education and Experience: 

• Bachelor's 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 high-performing 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 C-level.

• Exceptional communication, coaching, and stakeholder management skills.

• Strong grasp of Customer Success metrics, tools, and best practices, with a data-first mindset.

Every Team Member Exhibits Our Core Values: 

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