Client Success Manager

This is a fully remote position, open to applicants in Alabama, +38 more states.

📋 Description

• Take ownership of and oversee a diverse portfolio of accounts spanning various customer segments.

• Act as the main point of contact for clients, fostering long-term relationships.

• Promote the adoption of products and services through both high-touch and low-touch engagement strategies.

• Conduct regular business reviews with key accounts to evaluate financial performance and workflow efficiencies in urgent care centers.

• Collect customer insights and feedback to enhance products, services, and processes.

• Identify potential churn risks and ensure successful renewals.

• Collaborate with Sales, Product, and Marketing teams on strategies for expansion.

• Assist with contract renewals, pricing negotiations, and discussions.

• Advocate for customers within the organization and influence product roadmap decisions.

• Provide training for customers, share best practices, and offer thought leadership regarding industry trends.

• Represent the company through customer engagements, case studies, and speaking opportunities.

• Track customer health, engagement, and adoption trends using data and analytics.

• Utilize customer success playbooks tailored for different account types.

• Employ CRM and Customer Success platforms to monitor interactions, automate processes, and evaluate success.

• Perform additional duties as required.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and experience.

• A minimum of three years of experience in Client Success, Account Management, or a related field, ideally within SaaS or health technology-driven sectors.

• Demonstrated capability to effectively manage both high-touch and low-touch customer relationships.

• Strong business acumen with the ability to drive value realization and foster revenue growth.

• Exceptional communication, negotiation, and presentation abilities.

• Experience in managing renewals, expansions, and churn mitigation across a portfolio.

• Data-driven mindset with the ability to analyze customer behavior and derive insights.

• Proficient problem-solving skills and the ability to excel in a fast-paced, dynamic environment.

• Familiarity with CRM tools (such as Salesforce, Gainsight, etc.) and Customer Success Platforms is a plus.

• Willingness to travel as needed.

🏝️ Benefits

• Comprehensive Medical, Dental/Orthodontia, and Vision coverage starting from the first day of employment.

• Synthetic ownership in Experity after one year of service, providing real financial rewards when the company succeeds.

• Employee Assistance Program offering counseling, legal resolution, financial education, pet adoption assistance, and identity theft and fraud resolution.

• Flexible work scheduling options.

• Generous paid time off (PTO) policy that increases with service milestones.

• Career development and learning opportunities.

• Team-building events, family company picnic, and holiday party.

• Quarterly bonus opportunities.

• 401(k) retirement plan with employer matching contributions.

• Flexibility to work remotely or from an office location.