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: - independent physical therapy and orthopedic clinics - 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: - managing structured onboarding and implementation programs - driving adoption across clinical teams and leadership stakeholders - ensuring partners achieve measurable outcomes and ROI - 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 - Lead onboarding and implementation for new partners, ensuring rapid time-to-value (goal: ). - Manage full lifecycle implementations across clinics, health systems, health plans, and employer populations . - Act as a strategic advisor to partners, helping them successfully deploy digital MSK care programs. - Build relationships with stakeholders ranging from clinic owners and clinicians to executives and payer teams . - Educate care teams on how to use the platform effectively and drive patient engagement. - Develop implementation plans that scale across multi-site organizations and enterprise deployments. - Track and report clinical outcomes, utilization metrics, cost savings, and ROI back to client organizations. - Identify opportunities to expand program adoption and increase value for partners. - Collaborate cross-functionally with Sales, Product, Clinical, and Operations teams to align on partner goals and feedback. - Manage multiple implementations simultaneously while maintaining strong project management discipline. - Host training sessions, webinars, and check-ins to reinforce best practices and showcase results. - Represent Joint Academy at conferences and client events as a trusted advisor in digital MSK care. Who You Are - 5+ years of experience in Customer Success, Account Management, Implementation, or Strateg