Client Success Director
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Job Location:
Monthly Salary:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
(Remote Role Must Be Based in the Miami Area)
Why Joint Academy
Joint Academy is transforming how musculoskeletal (MSK) care is delivered at scale. Our platform combines AI-powered digital care clinical protocols and reimbursement-enabling technology to help healthcare providers and organizations improve outcomes expand access to care and generate new revenue streams.
We operate across multiple business lines and customer segments supporting:
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independent physical therapy and orthopedic clinics
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multi-site provider groups and health systems
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health plans and payer organizations
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employer-sponsored populations
This role requires someone who can successfully navigate the full spectrum of healthcare customersfrom single-location clinic owners to large enterprise organizationsand manage implementations across very different operational environments.
To date Joint Academy has treated 200000 patients published 40 peer-reviewed clinical studies and onboarded thousands of clinicians across many of the worlds leading health systems. Backed by $50M from leading global investors we are scaling rapidly and building the category leader in digital MSK care.
Why Join Our Customer Success Team
You will play a critical role in helping our partners successfully deploy digital MSK programs across a wide range of healthcare environments.
Your portfolio will include:
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independent physical therapy clinics
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multi-location provider groups
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health systems
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health plans
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employer-sponsored populations
Success in this role requires the ability to context-switch between very different types of customers understand their operational workflows and lead structured implementations that drive adoption outcomes and measurable financial impact.
This is not a traditional support roleyou will operate as a strategic advisor and implementation leader helping organizations deploy new care delivery models at scale.
The Role
You will lead the end-to-end deployment and success of Joint Academy programs across clinics health systems health plans and employer populations.
This includes:
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managing structured onboarding and implementation programs
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driving adoption across clinical teams and leadership stakeholders
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ensuring partners achieve measurable outcomes and ROI
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reporting back on utilization clinical results cost savings and revenue impact
You will work across organizations of very different sizesfrom single-location clinics to enterprise healthcare organizationsand must be comfortable managing both simultaneously.
Responsibilities
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Lead onboarding and implementation for new partners ensuring rapid time-to-value (goal: <30 days to first RTM reimbursement).
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Manage full lifecycle implementations across clinics health systems health plans and employer populations.
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Act as a strategic advisor to partners helping them successfully deploy digital MSK care programs.
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Build relationships with stakeholders ranging from clinic owners and clinicians to executives and payer teams.
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Educate care teams on how to use the platform effectively and drive patient engagement.
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Develop implementation plans that scale across multi-site organizations and enterprise deployments.
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Track and report clinical outcomes utilization metrics cost savings and ROI back to client organizations.
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Identify opportunities to expand program adoption and increase value for partners.
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Collaborate cross-functionally with Sales Product Clinical and Operations teams to align on partner goals and feedback.
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Manage multiple implementations simultaneously while maintaining strong project management discipline.
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Host training sessions webinars and check-ins to reinforce best practices and showcase results.
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Represent Joint Academy at conferences and client events as a trusted advisor in digital MSK care.
Who You Are
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5 years of experience in Customer Success Account Management Implementation or Strategic Accounts within a B2B SaaS company.
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Proven project management experience comfortable leading structured implementations and managing multiple rollouts simultaneously.
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Track record of driving customer adoption engagement and retention.
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Comfortable working with both SMB customers and enterprise healthcare organizations.
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Strong communicator who can build trust with clinicians operators and executives alike.
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Self-starter with a high ownership mindset and the ability to operate in a fast-moving environment.
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Experience in healthcare digital health or physical therapy is a plus but not required.
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Data-driven and process-oriented with experience using modern Customer Success and CRM platforms.
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Willing to travel 1020% for conferences and client visits.
Compensation & Perks
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Base salary: $120k strong performance-based bonus (OTE $200k)
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Meaningful equity / stock options
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Full medical dental and vision coverage
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401(k) with company match
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HSA/FSA options
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Unlimited PTO
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Remote-first culture with off-sites and monthly lunches
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Our purpose Joint Academy exists because millions of people all over the world still suffer from joint pain. We exist because we know that there is a better solution to that than pills and surgery. We exist because we believe that every single person living with joint pain has the rig ... View more
