Enterprise Client Success Manager

Key Responsibilities

• Own all post-sales activities including onboarding, product training, technical support, account management, and consultative guidance for enterprise clients.
• Manage the enterprise onboarding and go-live experience, coordinating timelines, dependencies, readiness activities, and support.
• Build and nurture strong relationships with senior leaders and C-suite executives, acting as a trusted advisor by providing best practices, value-added guidance, and empathetic listening.
• Serve as the main point of contact for Prompt's largest customers, owning product utilization, customer expansion, and converting trials to long-term contracts.
• Help clients balance standardization with customization, guiding configuration and workflow decisions that scale.
• Monitor adoption trends and provider feedback to identify gaps, risks, and expansion opportunities; act proactively.
• Support client-side change management and partner with operational leaders to drive adoption at the clinic level.
• Develop and deliver client success reviews focusing on performance, strategic insights, and actionable recommendations.
• Translate product usage and workflow data into insights and recommendations to improve clinical and front-office performance.
• Maintain deep product knowledge and lead rollout of updates and enhancements.
• Understand the therapy industry to provide expertise throughout the client lifecycle.
• Collaborate with internal teams (sales, data, EDI, billing, product) to resolve issues and recommend improvements.
• Facilitate conversations and quarterback issues to the appropriate Prompt teammates.

Minimum Requirements

• Highly motivated for a fast-paced role requiring work outside normal hours to support customers.
• Proficient in resolving customer concerns and turning negative interactions positive.
• Skilled at identifying needs and presenting upsell opportunities.
• Ability to work independently with minimal supervision.
• Ability to travel up to 20% for client meetings or events.
• Exceptional communication and interpersonal skills to build relationships at all organizational levels.
• Ability to understand corporate structures, identify decision makers, and build relationships.
• Negotiation and influencing skills; operate through influence and collaboration.
• Team player with a growth-oriented mindset.
• Proficient in business intelligence (BI) and advanced reporting software.
• Highly proficient in MS Excel.
• Very strong technical skills; passion for learning and operating various software platforms.
• Strong working knowledge of outpatient therapy front office workflows (eligibility, scheduling, intake, collections).
• Preferred: Clinical background and/or licensed rehab therapist experience in outpatient physical therapy clinics.

Core Competencies

• Operationally-minded systems thinker with strong execution skills.
• Collaborative partner who leads through influence and relationships.
• Organized, adaptable, and resilient in a fast-paced, multi-account environment.
• Provider-first mindset focused on better patient care.
• Continuous improvement orientation with bias toward practical solutions.

Perks

• Competitive salaries.
• Remote/hybrid environment.
• Potential equity compensation for outstanding performance.
• Flexible PTO.
• Company-wide sponsored lunches.
• Company paid disability and life insurance benefits.
• Company paid family and medical leave.
• Medical, dental, and vision insurance benefits.
• Discounted pet insurance.
• FSA/DCA and commuter benefits.
• 401k.
• Complimentary subscription to digital fitness classes and wellness content.
• Recovery suite at HQ.