(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