Client Success Director

Joint Academy•Miami, FL

2d•$120,000 - $200,000•Remote

About The Position

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.

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.