Client Success Director

Joint Academy•Miami, FL

3h•$120,000 - $200,000•Remote

About The Position

Joint Academy is transforming how musculoskeletal (MSK) care is delivered at scale, utilizing an AI-powered digital care platform, clinical protocols, and reimbursement-enabling technology. This helps healthcare providers and organizations improve outcomes, expand access to care, and generate new revenue streams. The company supports independent physical therapy and orthopedic clinics, multi-site provider groups and health systems, health plans and payer organizations, and employer-sponsored populations. The Client Success Director role requires navigating a full spectrum of healthcare customers, from single-location clinics to large enterprise organizations, and managing implementations across diverse operational environments. Joint Academy has treated over 200,000 patients, published 40 peer-reviewed clinical studies, and onboarded thousands of clinicians. Backed by $50M from global investors, the company is rapidly scaling to become a leader in digital MSK care. This role is critical in helping partners successfully deploy digital MSK programs across various healthcare settings, including independent physical therapy clinics, multi-location provider groups, health systems, health plans, and employer-sponsored populations. Success requires the ability to context-switch between different customer types, understand their operational workflows, and lead structured implementations to drive adoption, outcomes, and measurable financial impact. This is a strategic advisory and implementation leadership role focused on deploying new care delivery models at scale. The Director will lead the end-to-end deployment and success of Joint Academy programs, managing structured onboarding, driving adoption across clinical teams and leadership, ensuring measurable outcomes and ROI, and reporting on utilization, clinical results, cost savings, and revenue impact across organizations of varying sizes.

Requirements

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.
Data-driven and process-oriented, with experience using modern Customer Success and CRM platforms.
Willing to travel 10–20% for conferences and client visits.

Nice To Haves

Experience in healthcare, digital health, or physical therapy is a plus but not required.

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.