Offer summary

Qualifications:

Bachelor's degree in a relevant field, preferably in Physical Therapy (PT) or healthcare., Previous experience in customer success, account management, or related roles is required., Knowledge of the healthcare industry and/or software as a service (SaaS) is preferred., Strong communication skills and strategic thinking abilities are essential..

Key responsibilities:

Conduct virtual and in-person training sessions and create customized success plans for clients.

Serve as the main point of contact for assigned clients, ensuring alignment on goals through proactive communication.

Monitor client engagement and usage, addressing issues before they escalate and proposing solutions.

Track key metrics and KPIs related to client success and create monthly reports for clients and internal teams.

Job description

Description

We are seeking a proactive Customer Success Manager to partner with clients, understand their goals, and deliver implementation training that drives product adoption. The ideal candidate combines strategic thinking with a strong clinical background in PT or healthcare, excels at solving client challenges, and can foster growth through exceptional communication and cross-team collaboration. You'll help clients achieve meaningful, measurable outcomes while identifying opportunities for expansion.

Key Responsibilities

Training and Enablement: Conduct virtual and in-person training sessions & create customized success plans tailored to each client’s unique needs to help clients achieve their goals.
Client Relationship Management: Serve as the main point of contact for assigned clients, proactively communicating to ensure alignment on goals. Build and maintain strong client relationships by regularly assessing satisfaction through weekly meetings and identifying areas for growth.
Proactive Communication and Issue Resolution: Partner closely with Sales, Support, and Product teams to address client needs and solve issues before they escalate. Monitor client engagement and usage to identify any obstacles, alerting internal teams and proposing solutions where needed.
Advocacy and Product Alignment: Act as a client advocate within the organization, providing feedback to inform product development and advocating for client needs.
Data-Driven Tracking and Reporting: Track key metrics and KPIs related to client success, satisfaction, and engagement. Create and share monthly reports to provide clients and internal teams with clear progress updates.

Core Responsibilities

Onboard and train new client
Develop strategies to drive organization-wide adoption
Conduct weekly client check-ins to track metrics and identify growth opportunities
Follow CSM playbook while suggesting process improvements

Requirements

Bachelor's degree in a relevant field - PT preferred
Previous experience in customer success, account management, or related roles.
Knowledge of the healthcare industry and/or software as a service (SaaS) preferred.

Required profile