Customer Success Manager

Location: Remote

Pay: $52.88–$67.30 per hour

OTE: $200,000+ with performance bonuses

Overview

As a Customer Success Manager, you will serve as both a strategic advisor and a project manager. You will lead clinics through onboarding, drive adoption, and ensure measurable success from kickoff through long-term partnership. You'll execute established project templates, manage timelines, and guide clinics to rapid value realization.

Why Join the Customer Success Team

• Own strategic relationships with innovative PT, orthopedic, and MSK clinics adopting digital care.
• Capitalize on a massive market tailwind: less than 1% of 40,000 PT clinics in the U.S. monetize RTM correctly.
• Play a critical role in helping clinics increase usage, improve outcomes, and generate new revenue.
• Join a collaborative, high-performance, mission-driven team in a fast-growing health-tech company.

Key Responsibilities

• Lead onboarding and implementation for new clinics, targeting under 30 days to first RTM reimbursement.
• Manage structured rollout plans, track milestones, and ensure smooth execution.
• Develop strong relationships with clinic owners, managers, and clinicians.
• Train physical therapists on software workflows and patient onboarding best practices.
• Identify opportunities to increase RTM utilization, engagement, and outcomes.
• Collaborate cross-functionally with Sales, Product, and Clinical teams.
• Use Customer Success tools to maintain processes, automations, and workflows.
• Conduct training sessions, webinars, and performance reviews to reinforce best practices.
• Represent Joint Academy at conferences and client events as a trusted MSK digital care expert.

Who You Are

• 5+ years of experience in Customer Success, Account Management, or SaaS Implementation.
• Strong project management skills and comfort running structured rollouts.
• Proven ability to drive customer growth, engagement, and retention.
• Self-starter with strong ownership and problem-solving mindset.
• Excellent communicator able to motivate clinics and build trust quickly.
• Healthcare, digital health, or PT industry experience is preferred but not required.
• Data-driven, organized, and proficient with CS/CRM systems.
• Willing to travel 10–20% for conferences and meetings.

Compensation & Benefits

• Base salary equivalent to $52.88–$67.30/hour ($110k–$140k annual).
• OTE above $200k with performance bonuses.
• Meaningful stock options.
• Medical, dental, vision + 401(k) with employer match.
• HSA/FSA options.
• Unlimited PTO and remote-first culture.
• Home-office stipend + optional company off-sites.
• Wellness perks including cold plunge & sauna access at HQ.