Head of Client Success

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: 

The Head of Client Success is an executive leadership position responsible for strategic planning and management of the Client Success Management (CSM) teams, Technical Account Managers (TAMs), and the governance of all enterprise client assignments. This role oversees the CSM team's activities, ensures client satisfaction, and collaborates with internal departments to deliver solutions within agreed-upon parameters. The Client Success leader acts as a point of escalation and champions a customer-centric culture within the organization. This position reports to the Chief Revenue Officer and is part of the extended Executive Leadership Team.

Responsibilities:

• Serve as the voice of the customer within the organization, ensuring their product and service needs and preferences are prioritized in decision-making processes by partnering cross-functionally with Product, Engineering, Revenue and other key stakeholders. Maintain appropriate client expectations on roadmap and development opportunities.
• Operationalize the Client Success team by developing and implementing best-in-class processes systems and partnering with Revenue Operations to leverage data and analytics to drive proactive outreach and solutioning for client satisfaction, retention and growth. Partner with Client Support to improve process for reactive issue resolution.
• Create and implement consistent and proactive feedback loops with clients though executive business reviews. Disseminate client learnings across the org to drive company vision, product roadmap, and other key initiatives.
• Improve operational excellence and drive client loyalty across all touchpoints. Develop and implement a comprehensive, client-focused strategy aligned with the company's overall objectives and business goals.
• Elevate Enterprise client relationships from vendor/partner to trusted business partner through formation and strengthening of executive relationships, on-site presence for QBRs and ad hoc strategic growth meetings
• Support new revenue growth through identifying upsell opportunities with existing clients. Support the Sales team with subject matter expertise and nurture opportunities for client references, referrals, and case studies.
• Develop strategies and partner c