AcuityMD Innovation & Technology Culture

What tools support your day-to-day work?

At AcuityMD, our customer success team has quickly become AI-enabled — we leverage Claude and the latest AI technology to run agents and workflows that keep us efficient and focused on client-facing work rather than busy work. Beyond AI, our core stack includes G Suite, Rippling, Planhat, HubSpot, Notion (including Notion AI) and Amplitude.

How does your team experiment?

One of the best parts about working at AcuityMD is the freedom to lean into the cutting edge of AI technology. Our customer success team has built out a roadmap of skills and agents specifically designed to help us experiment with AI in our roles — identifying what delivers the most value and doubling down on it.

A big part of our experimentation is finding the right blend of AI and human touch. We use AI to drive efficiency, but we're intentional about preserving the white-glove experience our clients expect — making sure they feel heard, understood and well-served. That balance also generates better signals for our product team, so client insights flow back into product improvements.

We also run A/B tests on new outreach methods and client engagement approaches, which helps us continuously refine how we support customers and drive adoption. AcuityMD is genuinely one of the best companies I've worked at when it comes to creating space to try new things and move fast.

How does your company adapt to change?

Adapting to the AI era is critical for any SaaS company and AcuityMD takes it seriously. Our mission, helping medical device companies bring innovative technology to market and ultimately improve patient outcomes, only succeeds if we evolve as fast as the world around us. 

A great example is how we've rapidly enhanced our product with AI chat and agent functionality. What was already a best-in-class, intuitive interface now includes an AI layer that turns what used to take minutes into seconds giving our clients instant answers on procedure volumes, patient data and market insights so they can launch products faster and more confidently. 

The second example is internal: we haven't just adopted AI as a chat tool, we've built a deliberate, agent-based approach to how we work. Our customer success team now uses AI agents to generate client-facing deliverables, score account health and surface insights about where clients need support. This isn't about replacing the human relationship, it's about making every interaction more informed, more efficient and more impactful so we can serve our clients at a higher level.