Customer Success Manager

Joint Academy•Miami, FL

9d•$110,000 - $140,000•Remote

About The Position

Joint Academy is redefining how musculoskeletal (MSK) care is delivered. Our AI-powered platform combines Remote Therapeutic Monitoring (RTM) with a Home Exercise Program, helping PT, orthopedic, and pain-management clinics generate new reimbursable revenue streams while improving patient outcomes. We have a first-mover advantage in a brand-new category and are winning multiple deals as we speak. The opportunity is massive were positioned to become the category leader in a market that will shape the future of MSK and physical therapy. To date, we've treated 200,000+ patients, published 40 peer-reviewed clinical studies, and onboarded thousands of clinicians across many of the worlds largest health systems. Backed by $50 million from leading global investors, were scaling fast and looking for a Customer Success leader to help our partners achieve outstanding results. Why Join Our Customer Success Team You'll own strategic relationships with innovative Physical Therapy, orthopedic, and MSK clinics adopting digital care. Massive market tailwind: <1% of 40,000 PT clinics in the U.S. currently monetize RTM correctly. You'll play a key role in helping clinics grow usage, improve outcomes, and generate new revenue through digital MSK care. Collaborative, high-performance team in a fast-growing, mission-driven company. The Role You'll act as both a strategic advisor and project manager, ensuring smooth onboarding, adoption, and measurable success across our partner clinics. You'll guide each implementation from kickoff to success, running established project templates and driving execution forward. Bottom Line Join the company setting the new standard in digital MSK care. As a Customer Success Manager at Joint Academy, you'll act as a project leader, educator, and growth driver helping clinics unlock new revenue, improve patient outcomes, and fully embrace the future of digital physical therapy.

Requirements

5+ years in Customer Success, Account Management, or Implementation for a B2B SaaS company.
Proven project management experience comfortable running structured rollouts and managing timelines.
Track record of driving customer growth, engagement, and retention.
Self-starter with a roll-up-your-sleeves mindset and strong sense of ownership.
Excellent communicator who builds trust and motivates clients to take action.
Data-driven and process-oriented, with experience using modern CS 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, not required.

Responsibilities

Lead onboarding and implementation projects for new clinics, ensuring rapid time-to-value (<30 days to first RTM payment).
Act as a project manager, running through structured implementation templates and ensuring milestones are met.
Build strong relationships with clinic owners, managers, and clinicians to maximize adoption and satisfaction.
Educate physical therapists on how to use our software effectively and invite patients to drive platform engagement and usage.
Identify growth opportunities and create action plans to increase RTM utilization and outcomes.
Collaborate cross-functionally with Sales, Product, and Clinical teams to align on client goals and feedback.
Work within our Customer Success tools to ensure processes, automations, and workflows run smoothly.
Host training sessions, webinars, and check-ins to reinforce best practices and showcase ROI.
Represent Joint Academy at conferences and client events as a trusted advisor in digital MSK care.