Client Success Director

(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

- health plans and payer organizations

- employer-sponsored populations

This role requires someone who can successfully navigate the full spectrum of healthcare customers —from single-location clinic owners to large enterprise organizations—and manage implementations across very different operational environments.

To date, Joint Academy has treated 200,000+ 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:

- independent physical therapy clinics

- multi-location provider groups

- health systems

- health plans

- 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 role—you 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 sizes—from single-location clinics to enterprise healthcare organizations —and must be comfortable managing both simultaneously.
Responsibilities

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Lead onboarding and implementation for new partners, ensuring rapid time-to-value (goal: ).

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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 10–20% 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

- 401(k) with company match

- HSA/FSA options

- Unlimited PTO

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Remote-first culture with off-sites and monthly lunches

Originally posted on Himalayas