Client Success Manager I

About the position

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.

Requirements

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

Nice-to-haves

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

Benefits

• Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision.
• 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 includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution.
• Flexible work scheduling to manage work-life balance.
• Generous PTO plan that increases with milestones.
• Career development programs to explore potential and achieve career goals.
• Team building activities including family company picnic and holiday party.
• Competitive pay, quarterly bonuses, and a 401(k) retirement plan with employer match.