Client Success Director

April 27, 2026 Auto Import

(Remote Role – Must Be Based in the Miami Area) <h1>Why Joint Academy</h1> 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: <ul> <li> independent physical therapy and orthopedic clinics </li> <li> multi-site provider groups and health systems </li> <li> health plans and payer organizations </li> <li> employer-sponsored populations </li> </ul> 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. <h1>Why Join Our Customer Success Team</h1> 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: <ul> <li> independent physical therapy clinics </li> <li> multi-location provider groups </li> <li> health systems </li> <li> health plans </li> <li> employer-sponsored populations </li> </ul> 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. <h1>The Role</h1> 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: <ul> <li> managing structured onboarding and implementation programs </li> <li> driving adoption across clinical teams and leadership stakeholders </li> <li> ensuring partners achieve measurable outcomes and ROI </li> <li> reporting back on utilization, clinical results, cost savings, and revenue impact </li> </ul> You will work across organizations of very different sizes—from single-location clinics to enterprise healthcare organizations—and must be comfortable managing both simultaneously. <h1>Responsibilities</h1> <ul> <li> Lead onboarding and implementation for new partners, ensuring rapid time-to-value (goal: <30 days to first RTM reimbursement). </li> <li> Manage full lifecycle implementations across clinics, health systems, health plans, and employer populations. </li> <li> Act as a strategic advisor to partners, helping them successfully deploy digital MSK care programs. </li> <li> Build relationships with stakeholders ranging from clinic owners and clinicians to executives and payer teams. </li> <li> Educate care teams on how to use the platform effectively and drive patient engagement. </li> <li> Develop implementation plans that scale across multi-site organizations and enterprise deployments. </li> <li> Track and report clinical outcomes, utilization metrics, cost savings, and ROI back to client organizations. </li> <li> Identify opportunities to expand program adoption and increase value for partners. </li> <li> Collaborate cross-functionally with Sales, Product, Clinical, and Operations teams to align on partner goals and feedback. </li> <li> Manage multiple implementations simultaneously while maintaining strong project management discipline. </li> <li> Host training sessions, webinars, and check-ins to reinforce best practices and showcase results. </li> <li> Represent Joint Academy at conferences and client events as a trusted advisor in digital MSK care. </li> </ul> <h1>Who You Are</h1> <ul> <li> 5+ years of experience in Customer Success, Account Management, Implementation, or Strategic Accounts within a B2B SaaS company. </li> <li> Proven project management experience comfortable leading structured implementations and managing multiple rollouts simultaneously. </li> <li> Track record of driving customer adoption, engagement, and retention. </li> <li> Comfortable working with both SMB customers and enterprise healthcare organizations. </li> <li> Strong communicator who can build trust with clinicians, operators, and executives alike. </li> <li> Self-starter with a high ownership mindset and the ability to operate in a fast-moving environment. </li> <li> Experience in healthcare, digital health, or physical therapy is a plus but not required. </li> <li> Data-driven and process-oriented, with experience using modern Customer Success and CRM platforms. </li> <li> Willing to travel 10–20% for conferences and client visits. </li> </ul> <h1>Compensation & Perks</h1> <ul> <li> Base salary: $120k + strong performance-based bonus (OTE $200k+) </li> <li> Meaningful equity / stock options </li> <li> Full medical, dental, and vision coverage </li> <li> 401(k) with company match </li> <li> HSA/FSA options </li> <li> Unlimited PTO </li> <li> Remote-first culture with off-sites and monthly lunches</li> </ul>

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