Senior Manager, Customer Success (Healthcare)

Tonal

8d•$128,000 - $165,000

About The Position

Tonal Healthcare is focused on transforming how strength training is delivered within healthcare, bridging rehabilitation, performance, and long-term health. As we expand into healthcare and clinical applications of strength training, we are building the platform that connects Tonal’s technology with clinicians, healthcare providers, and partners to deliver measurable health outcomes. This role sits at the intersection of consumer technology, digital health, clinical care, and AI-driven personalized training, with the opportunity to shape the future of strength training as medicine. The Senior Manager, B2B Customer Success - Healthcare is the commercial owner of Tonal's relationships with our healthcare and clinical partners. This is a senior individual contributor and future team-builder role: you will personally manage our most strategic clinical accounts today, and architect the playbook, infrastructure, and team that will scale this vertical over the next several years. The ideal candidate has instant credibility in clinical settings, understands healthcare workflows and buyer motivations, and can translate clinical priorities into commercial decisions. This is a clinical-commercial leadership role, not a fitness or personal-training role, seeking a healthcare professional with commercial experience in health, recovery, rehabilitation, and performance.

Requirements

Licensed Physical Therapist or Doctor of Chiropractic
5+ years of experience in healthcare, performance, or related field, with demonstrable experience working in out-patient environments.
5+ years leading customer success, account management, commercial operations, or clinical implementation teams
Experience building systems and processes from the ground up (0→1 or early scale)
Strong understanding of clinical workflows, rehabilitation, or performance environments
Experience moving from clinical practice into commercial work, with a proven ability to carry a quota, manage a renewal book, or own commercial outcomes for a portfolio of accounts.
Metric-driven operator: analyzes performance data to prove ROI to both clinical partners and an executive team.
"Player/coach" DNA: comfortable being the senior IC today and confident in the ability to hire, lead, and develop a team within 12–18 months.
Scalability mindset: enjoys the pilot phase but is obsessed with turning experiments into repeatable, scalable SOPs.
Infrastructure-focused systems thinker: brings structure to ambiguous environments and builds tech, process, and reporting that scale alongside the commercial mission.
Grit and orchestration: goes beyond identifying bottlenecks to actively coordinate across Finance, Logistics, Field Operations, Care, and Product to keep clinical rollouts on schedule.

Nice To Haves

Thinks in terms of outcomes, not activity
Comfortable in ambiguity and can build structure where none exists
Can move between strategy and execution without losing momentum
Understands that adoption, adherence, and outcomes are deeply connected
Wants to shape how healthcare is delivered—not just support it

Responsibilities

Own the commercial health of Tonal's healthcare accounts, including Physical Therapy and Chiropractic clinics, healthcare networks, performance medicine practices, and integrated healthcare partners.
Serve as the clinical voice in the room with our highest-stakes commercial accounts, building deep, trust-based relationships with clinician owners, medical directors, and clinical operations leaders.
Translate clinical workflow and patient-outcome priorities into commercial decisions, and translate Tonal's product roadmap into language that resonates with healthcare buyers.
Architect the "Healthcare Commercial Playbook," defining the operational lifecycle from contract signature through clinical onboarding, deployment, and multi-year renewal.
Develop resources and materials (online, written, video, audio) to educate and inspire healthcare professionals to utilise Tonal to the full extent of its capabilities.
Oversee the white-glove deployment process for healthcare accounts in collaboration with our post-purchase operational teams, ensuring Tonal installations meet the heightened compliance, safety, and brand standards required in healthcare environments.
Own the Sales-to-Operations hand-off for healthcare accounts, translating clinical requirements into actionable installation, training, and ongoing service plans.
Lead Business Reviews focused on clinical adoption, patient outcomes, equipment utilization, and commercial ROI.
Serve as the primary strategic lead for high-value healthcare accounts.
Support accounts with inquiries related to translating on-product movements/modalities or interpreting data to achieve desired functional health, rehabilitation, and recovery outcomes.
Partner with Tonal's B2B Sales, Product, Field Operations, Logistics, Partnerships, and Care Operations teams to ensure healthcare accounts receive the highest tier of technical, clinical, and operational support.
Act as the strategic liaison between clinical partners and Tonal's product team, surfacing field-tested feedback that shapes the healthcare roadmap.
Collaborate with the broader Manager, B2B Customer Success on shared infrastructure (CRM, account health systems, reporting) so the two verticals operate from a unified data foundation.
Collaborate with the Senior Executive Team to align healthcare operational capacity with broader corporate growth targets and revenue goals.
Identify "land and expand" opportunities within existing healthcare accounts, partnering with Healthcare Sales on upsells and multi-site expansion.
Lead growth experiments: evaluating reimbursement pathways, cash-pay models, hybrid clinical/wellness offerings, and operationalizing what works.
Manage the renewal pipeline for healthcare accounts, identifying clinical and operational risks early and intervening to protect recurring revenue.
Build, hire, and lead the healthcare-specific Customer Success team as the vertical scales.
Establish the SOPs, training, and career pathways that allow Tonal to recruit and retain top clinical-commercial hybrid talent.