[Hiring] Client Success Director @Joint Academy

Role Description

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.

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.

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

Qualifications

• 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

Requirements

• 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

Benefits

• 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