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Open nowFirst seen 3 days ago

Client Success Director

jointacademy18 open roles

Pay
$120,000 a year
Where
Miami, Florida, United States
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Your applicationOpen nowClient Success Directorjointacademy · Miami, Florida, United States

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Share of postings closed within
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  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

(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: <30 days to first RTM reimbursement).
  • 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 Strategic Accounts within a B2B SaaS company.
  • Proven project management experience comfortable leading structured implementations and managing multiple rollouts simultaneously.
  • Track record of driving customer adoption, engagement, and retention.
  • Comfortable working with both SMB customers and enterprise healthcare organizations.
  • Strong communicator who can build trust with clinicians, operators, and executives alike.
  • Self-starter with a high ownership mindset and the ability to operate in a fast-moving environment.
  • Experience in healthcare, digital health, or physical therapy is a plus but not required.
  • Data-driven and process-oriented, with experience using modern Customer Success and CRM platforms.
  • Willing to travel 10–20% for conferences and client visits.

Compensation & Perks

  • Base salary: $120k + strong performance-based bonus (OTE $200k+)
  • Meaningful equity / stock options
  • Full medical, dental, and vision coverage
  • 401(k) with company match
  • HSA/FSA options
  • Unlimited PTO
  • Remote-first culture with off-sites and monthly lunches
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