Track record of driving customer adoption, engagement, and retention
Comfortable working with SMB and enterprise healthcare customers
Strong communicator able to build trust with diverse stakeholders
Self-starter with a high ownership mindset in fast-paced environments
Experience in healthcare or digital health is a plus
Data-driven and familiar with modern Customer Success and CRM platforms
Willing to travel 10-20% for client visits and events
Responsibilities
Lead onboarding and implementation for new partners, ensuring rapid time-to-value
Manage full lifecycle implementations across clinics, health systems, health plans, and employer populations
Act as a strategic advisor to partners for deploying digital MSK care programs
Build relationships with clinic owners, clinicians, executives, and payer teams
Educate care teams on platform usage to drive patient engagement
Develop scalable implementation plans for multi-site organizations
Track and report clinical outcomes, utilization metrics, cost savings, and ROI to client organizations
Identify opportunities to expand program adoption and increase value for partners
Collaborate with Sales, Product, Clinical, and Operations teams to align on partner goals
Manage multiple implementations simultaneously while maintaining project management discipline
Host training sessions and represent Joint Academy at conferences as a trusted advisor
Benefits
Meaningful equity/stock options
Full medical, dental, and vision coverage
401(k) with company match
HSA/FSA options
Unlimited PTO
Remote-first culture with off-sites and monthly lunches
Full Job Description
About the job Client Success Director
(Remote Role - Must Be Based in the Miami Area)
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.
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.
Responsibilities
Lead onboarding and implementation for new partners, ensuring rapid time-to-value (goal: ).
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.
Who You Are
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.
Experience in healthcare, digital health, or physical therapy is a plus but not required.
Data-driven and process-oriented, with experience using modern Customer Success and CRM platforms.
Willing to travel 10-20% for conferences and client visits.
Compensation & Perks
Base salary: $120k + strong performance-based bonus (OTE $200k+)
Meaningful equity / stock options
Full medical, dental, and vision coverage
401(k) with company match
HSA/FSA options
Unlimited PTO
Remote-first culture with off-sites and monthly lunches
About Joint Academy
Joint Academy is a healthcare company that provides online physical therapy for people with joint pain. The company's platform offers personalized exercise programs and one-on-one coaching from licensed physical therapists, all delivered through a mobile app. Joint Academy's program is designed to help people with joint pain avoid surgery and improve their quality of life. The company has partnerships with several healthcare providers and insurance companies in Sweden, and is expanding to other markets in Europe and the United States.
