About the job 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:
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:
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:
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
Who You Are
Compensation & Perks
(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