Client Success Director

(Remote Role – Must Be Based in the Miami Area)

Why Joint Academy

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.

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.

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