Client Success Director at Joint Academy

United States

<p><strong>(Remote Role &#x2013; Must Be Based in the Miami Area)</strong></p> <h1>Why Joint Academy</h1> <p>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.</p> <p>We operate across <strong>multiple business lines and customer segments</strong>, supporting:</p> <ul> <li> <p>independent physical therapy and orthopedic clinics</p> </li> <li> <p>multi-site provider groups and health systems</p> </li> <li> <p>health plans and payer organizations</p> </li> <li> <p>employer-sponsored populations</p> </li> </ul> <p>This role requires someone who can <strong>successfully navigate the full spectrum of healthcare customers</strong>&#x2014;from single-location clinic owners to large enterprise organizations&#x2014;and manage implementations across very different operational environments.</p> <p>To date, Joint Academy has treated <strong>200,000+ patients</strong>, published <strong>40 peer-reviewed clinical studies</strong>, and onboarded <strong>thousands of clinicians across many of the worlds leading health systems</strong>. Backed by <strong>&#x24;50M from leading global investors</strong>, we are scaling rapidly and building the category leader in digital MSK care.</p> <h1>Why Join Our Customer Success Team</h1> <p>You will play a critical role in helping our partners successfully deploy digital MSK programs across a wide range of healthcare environments.</p> <p>Your portfolio will include:</p> <ul> <li> <p>independent physical therapy clinics</p> </li> <li> <p>multi-location provider groups</p> </li> <li> <p>health systems</p> </li> <li> <p>health plans</p> </li> <li> <p>employer-sponsored populations</p> </li> </ul> <p>Success in this role requires the ability to <strong>context-switch between very different types of customers</strong>, understand their operational workflows, and lead structured implementations that drive adoption, outcomes, and measurable financial impact.</p> <p>This is not a traditional support role&#x2014;you will operate as a <strong>strategic advisor and implementation leader</strong>, helping organizations deploy new care delivery models at scale.</p> <h1>The Role</h1> <p>You will lead the <strong>end-to-end deployment and success of Joint Academy programs</strong> across clinics, health systems, health plans, and employer populations.</p> <p>This includes:</p> <ul> <li> <p>managing structured onboarding and implementation programs</p> </li> <li> <p>driving adoption across clinical teams and leadership stakeholders</p> </li> <li> <p>ensuring partners achieve measurable outcomes and ROI</p> </li> <li> <p>reporting back on utilization, clinical results, cost savings, and revenue impact</p> </li> </ul> <p>You will work across organizations of very different sizes&#x2014;from <strong>single-location clinics to enterprise healthcare organizations</strong>&#x2014;and must be comfortable managing both simultaneously.</p> <h1>Responsibilities</h1> <ul> <li> <p>Lead onboarding and implementation for new partners, ensuring rapid time-to-value (goal: <strong>&lt;30 days to first RTM reimbursement</strong>).</p> </li> <li> <p>Manage <strong>full lifecycle implementations across clinics, health systems, health plans, and employer populations</strong>.</p> </li> <li> <p>Act as a strategic advisor to partners, helping them successfully deploy digital MSK care programs.</p> </li> <li> <p>Build relationships with stakeholders ranging from <strong>clinic owners and clinicians to executives and payer teams</strong>.</p> </li> <li> <p>Educate care teams on how to use the platform effectively and drive patient engagement.</p> </li> <li> <p>Develop implementation plans that scale across multi-site organizations and enterprise deployments.</p> </li> <li> <p>Track and report <strong>clinical outcomes, utilization metrics, cost savings, and ROI</strong> back to client organizations.</p> </li> <li> <p>Identify opportunities to expand program adoption and increase value for partners.</p> </li> <li> <p>Collaborate cross-functionally with Sales, Product, Clinical, and Operations teams to align on partner goals and feedback.</p> </li> <li> <p>Manage multiple implementations simultaneously while maintaining strong project management discipline.</p> </li> <li> <p>Host training sessions, webinars, and check-ins to reinforce best practices and showcase results.</p> </li> <li> <p>Represent Joint Academy at conferences and client events as a trusted advisor in digital MSK care.</p> </li> </ul> <h1>Who You Are</h1> <ul> <li> <p><strong>5+ years</strong> of experience in Customer Success, Account Management, Implementation, or Strategic Accounts within a <strong>B2B SaaS company</strong>.</p> </li> <li> <p>Proven project management experience comfortable leading structured implementations and managing multiple rollouts simultaneously.</p> </li> <li> <p>Track record of driving <strong>customer adoption, engagement, and retention</strong>.</p> </li> <li> <p>Comfortable working with both <strong>SMB customers and enterprise healthcare organizations</strong>.</p> </li> <li> <p>Strong communicator who can build trust with clinicians, operators, and executives alike.</p> </li> <li> <p>Self-starter with a <strong>high ownership mindset</strong> and the ability to operate in a fast-moving environment.</p> </li> <li> <p>Experience in <strong>healthcare, digital health, or physical therapy is a plus</strong> but not required.</p> </li> <li> <p>Data-driven and process-oriented, with experience using modern Customer Success and CRM platforms.</p> </li> <li> <p>Willing to travel <strong>10&#x2013;20% for conferences and client visits</strong>.</p> </li> </ul> <h1>Compensation &amp; Perks</h1> <ul> <li> <p><strong>Base salary: &#x24;120k + strong performance-based bonus (OTE &#x24;200k+)</strong></p> </li> <li> <p>Meaningful <strong>equity / stock options</strong></p> </li> <li> <p>Full <strong>medical, dental, and vision coverage</strong></p> </li> <li> <p><strong>401(k) with company match</strong></p> </li> <li> <p>HSA/FSA options</p> </li> <li> <p><strong>Unlimited PTO</strong></p> </li> <li> <p>Remote-first culture with <b>off-sites and monthly lunches</b></p></li> </ul>